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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
  • Bangalore, +2

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 primary purpose of the Customer Service Consultant role?

The primary purpose of the Customer Service Consultant role is to provide customer support and assist with customer issues for the products and services supplied by Telstra, ultimately enhancing the customer experience.

What type of experience is required for this role?

Essential qualifications include 0 to 2 years of working in the IT industry and previous customer service experience with international stakeholders.

Is there a specific work environment for this role?

Yes, the role operates in a 24x7 shift environment and may require on-call support during Australian business hours.

What skills are important for a Customer Service Consultant at Telstra?

Important skills include excellent communication abilities, incident management experience, troubleshooting skills, and proficiency in Windows and Office 365.

What opportunities are there for personal growth in this role?

The role offers a high degree of autonomy and the opportunity to work on initiatives to improve processes, efficiencies, and deliver a better customer experience.

Is experience in the telecommunications industry preferred?

Yes, experience in telecom service provider companies is highly desirable, along with any assurance team experience.

How will I communicate with customers?

You will handle incoming calls or chats to address customer queries and provide accurate assistance regarding Telstra’s products and services.

What is Telstra's commitment to diversity and inclusion?

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

What kind of training and development can I expect in this role?

You will provide input into learning and development for the entire ecosystem, contributing to ongoing training and improvement initiatives.

Are there opportunities to cross-skill in other technology areas?

Yes, the role includes cross-skilling into different technology hubs as part of your development and support experience.

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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