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Customer Service Consultant

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Telstra

Oct 7, 2024

Applications are closed

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    IT & Cybersecurity

Requirements

  • 0 to 2 years working in IT industry.
  • Previous Customer Service experience with international stakeholders is must.
  • Listen and observe to identify the cultural preferences and perceptions of others.
  • Identify and implement opportunities to improve process, efficiencies, and customer experience.
  • Excellent communication skills and interest to learn Telstra products and services to provide an excellent customer experience.
  • Handle incoming calls or chats to address customer queries.
  • Identify customer requirements and issues and provide accurate assistance.
  • Effectively communicate Telstra product features and benefits to customers whenever required.
  • Troubleshoot and resolve customer issues, ensuring a timely and satisfactory resolution.
  • Incident Management Experience.
  • Written and Verbal communication skills and good English comprehension.
  • Good knowledge in Windows and Office 365.
  • Assurance Team experience.
  • Co-ordinate with service desk, customers, vendors and all other resolver groups to ensure timely resolution.
  • Experience in Telcom service provider companies.
  • Telephone skills / Previous contact centre background.

Responsibilities

  • This role is responsible for continuously improving service reliability and rapidly restoring customer incidents.
  • Working across all aspects of the customer support experience.
  • Detect and prevent the issues before they occur.
  • Identify and implement opportunities to improve process, efficiencies, and customer experience.
  • Troubleshoot and resolve customer issues, ensuring a timely and satisfactory resolution.
  • Provide input into learning and development for our entire ecosystem.
  • Cross Skill into different technology hubs
  • 24x7 Shift Environment / On-Call support / Australia Business hours

FAQs

What is the main responsibility of a Customer Service Consultant at Telstra?

The main responsibility is to provide customer support, troubleshoot and resolve issues related to Telstra's products and services, and continuously improve service reliability.

What qualifications are necessary for this role?

A successful candidate should have 0 to 2 years of experience in the IT industry, previous customer service experience with international stakeholders, excellent communication skills, and good knowledge of Windows and Office 365.

Is experience in the telecommunications industry required?

Experience in the telecommunications industry is highly desirable but not strictly required; however, it would be beneficial.

What does the work environment look like for this position?

The work environment is fast-paced, agile, and collaborative, requiring the ability to work across all aspects of the customer support experience.

Are there opportunities for professional growth within the role?

Yes, the role provides opportunities to cross-skill into different technology hubs and participate in initiatives to improve processes and customer experience.

What is the working schedule for this position?

This position requires working in a 24x7 shift environment and may involve on-call support during Australian business hours.

Does the role involve dealing with international customers?

Yes, the role involves providing customer service to international stakeholders.

What are some of the key attributes necessary for success in this role?

Key attributes include strong listening skills, the ability to identify and implement process improvements, excellent verbal and written communication skills, and a desire to learn about Telstra's products and services.

Is prior experience in a contact center beneficial for this role?

Yes, previous contact center experience would be highly desirable as it would provide relevant skills for customer interactions.

How does Telstra promote diversity and inclusion within the workplace?

Telstra values new ideas and embraces different ways of working and thinking, believing that an inclusive and diverse team will lead to greater innovation for the future.

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Telstra

Doing our best work, from anywhere.

Telecommunications
Industry
10,001+
Employees
1901
Founded Year

Mission & Purpose

We believe it’s people who give purpose to our technology. So we’re committed to staying close to our customers and providing them the best experience. And delivering the best tech. On the best network. Because our purpose is to build a connected future so everyone can thrive. We build technology and content solutions that are simple and easy to use, including Australia’s largest and fastest national mobile network. That’s why we strive to serve and know our customers better than anyone else – offering a choice of not just digital connection, but digital content as well. And that’s why we have an international presence spanning 15 countries, including China. In the 21st century, opportunity belongs to connected businesses, governments, communities and individuals. As Australia’s leading telecommunications and information services company, Telstra is proud to be helping our customers improve the ways in which they live and work through connection. Be first to know about Telstra news, advice and offers, as well as updates on our people and partners: tel.st/subscribe