• Job Description

  Req#: JR-10130561

  Employment Type

  Permanent

  Closing Date

  3 Nov 2024 11:59pm

  Job Title

  Customer Service and Support Team Manager

  Job Summary

  As a Customer Service & Support Team Lead you lead, develop and coach a team of specialized customer contact staff who provide complex service consultancy services. You use your great leadership skills, deep knowledge of Telstra’s products, services and processes and your passion for customers to lead your team to deliver a great customer experience in relation to a broad range of products and services.

  Job Description

  At Telstra, we have a clear purpose: to build a connected future so everyone can thrive. We believe it’s people who give purpose to our technology. So we are committed to staying close to our customers and providing them the best experience. And delivering the best technology. This is where YOU come in, by playing your part in helping our customers connect: faster, better and smarter.

  Who we are?

  Telstra is Australia's leading telecommunications and technology company with a rich heritage that’s been built over 100 years. From our humble beginnings in the Postmaster General’s Office to the global business we are today our people have been at the forefront of technology innovation. More recently, we have the largest Internet of Things network in Australia and are leading the way in 5G. And this is just the beginning of what we’re hoping to achieve together.

  We offer a full range of services and compete in all telecommunications markets throughout Australia and are the most well-known brand in technology and communications industry.

  We have operations in more than 20 countries including India where we’ve opened centres in Bangalore, Pune and Hyderabad. In India, we’ve set out to build a platform for innovative delivery and engagement that will strengthen our position as an industry leader. We’re combining innovation, automation and technology to solve the world’s latest technological challenges in areas such as Internet of Things (IoT), 5G, Artificial Intelligence (AI), Machine Learning, and more.

  About the role:

  As a Customer Service & Support Team Lead you lead, develop and coach a team of specialized customer contact staff who provide complex service consultancy services. You use your great leadership skills, deep knowledge of Telstra’s products, services and processes and your passion for customers to lead your team to deliver a great customer experience in relation to a broad range of products and services.

  Key Responsibilities:

  • Lead your team to deliver customer service on complex faults for Telstra’s products and services in alignment with guidance tools, scripts, service standards and targets.
  • Resolve escalated customer issues and complaints through the application of known solutions, standard procedures and delegations.
  • Collaborate with stakeholders to remove roadblocks and use your knowledge of Telstra processes to effectively handover customer enquiries/issues to the appropriate area when necessary.
  • Use monitoring and reporting on systems to identify opportunities to improve performance and to innovate and create new business operations practices/approaches to improve efficiency and effectiveness.
  • Provide regular data driven input into business plan, goals and measures to improve efficiency, effectiveness and customer satisfaction.
  • Manage resource allocation in collaboration with scheduling area, including recruitment and/or selection, to ensure capability required is available to meet customer commitments and other work requirements.
  • Provide clarity on performance, behavioural goals and expectations to your team to ensure that they can deliver against customer experience, volume and quality targets.
  • Work effectively across diverse cultures by demonstrating awareness and adapting flexibly across interactions with our culturally diverse team members and customers.
  • Provide clarity to team members on current and future capability requirements to enable them to own and drive their development so they can continually grow and add value in different ways.
  • Use timely feedback conversations to inspire team member performance and the achievement of challenging goals.
  • Build strong, trusting relationships within the team to enable a high performing team culture aligned to living our values.

  Required Skills:

  Technical skills:

  • Well versed with Microsoft applications, especially MS Excel and Power Point, with a view to analyze reports
  • Must know Telstra tools such as Drift, Halo Client, Mobile Helpdesk, and applications such as FLEXCAB, MICA, RASS, NPAMS
  • Must have work experience managing and supporting Enterprise grade customers & accounts
  • Must have practical experience working on multiple CRMs

  Behavioural skills:

  • Ability to work & communicate with team and other co-workers across organizational units
  • Service oriented and customer focused
  • Ability to prioritize tasks appropriately
  • Ability to work in fast paced and demanding environment

  Work Experience / background:
  • Minimum of 2 years of experience in the IT / Telecommunications industry
  • Experience in customer support or account management teams is advantageous
  • Familiarity with Telstra products, services, and systems is preferred

  Sounds like you?

  A career with us will give you a platform to shape tomorrow through technology. For you, that means helping us to push the boundaries of what’s possible today, and in the future. It also gives you the opportunity to empower millions helping businesses grow, evolve and reach their potential.
  At Telstra, you can thrive, your way. We foster new ideas, we embrace different ways of working and thinking, and we believe an inclusive and diverse team will lead us to innovate for the future.

• About the company

  Telstra Corporation Limited is an Australian telecommunications company which builds and operates telecommunications networks and markets voice, mobile, internet access, pay television and other products and services.

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