• Job Description

  Req#: JR-10098669

  Employment Type

  Permanent

  Closing Date

  29 Feb 2024 11:59pm

  Job Title

  Customer Service Consultant

  Job Summary

  As a Customer Service Consultant, you use your excellent communication skills and knowledge of Telstra products and services to provide an excellent customer experience. You provide a high-quality cost-effective service to customers when dealing with product and billing enquiries, recording orders and provisioning related to a range of products and services.

  Job Description

  Role Title - Customer Connection Expert

  Location - Pune - India

  Australian working hours 9am to 6pm AEST

  Telstra is Australia’s leading telecommunications and technology company spanning over a century, with a footprint in over 20+ countries.In India, we’re building a platform for innovative delivery and engagement that will strengthen our position as an industry leader.We’ve grown quickly since our inception in 2019, now with offices in Pune, Hyderabad, and Bangalore.

  
  Here’s what you can expect from us
  •Flexible working. Choose when and how you work so you can be at your best.
  •Pay for performance. We recognise outstanding contributions through our generous incentive programs.
  • Maternity Leave. Up to 26 weeks provided to the birth mother with benefits for all child births.
  • Public Holidays - Employees are entitled to twelve (12) paid holidays per calendar year.
  • Sick/Casual Leaves - All eligible employees are entitled to twelve (12) days of paid sick/casual leave per calendar year
  • Relocation options. We provide you and even your family support to relocate across India, from junior to senior positions within the company.
  • Insurance benefits. Receive generous insurance benefits such as medical, accidental and life insurance.
  • Unlimited learning. Level up your credentials with access to 17,000 learning programs. Learn ‘on the job’ and achieve university credits towards degrees and master’s programs.
  • Global presence. With a global presence across 22 countries, there are many opportunities to work where we do business.

  
  Make a Difference
  As part of global business Services, your mission finds new and better ways of working. As we transform many local operations into an integrated global business, you’ll make a meaningful contribution to the future of our organisation.
  
  As a Customer Service Subject Matter Expert, you will be primarily responsible for managing customer connections, answering inbound/outbound calls and email/messaging interactions. You will also engage other internal areas of the business to get the best outcome for the customer. You will understand Telstra’s Risk and Compliance Framework [e.g. and not limited to Privacy risk, HSE risk etc.] and support/ facilitate conversations with our customers that are regulated by this framework and ensure there is no risk to Telstra’s Regulatory obligations.

  
  Key Responsibilities
  • Facilitate respectful, engaging and transparent verbal communication with our customers and maintain an exceptional level of customer service ethos all through the interaction
  • Ability to manage multiple stakeholders and project manage case to completion
  • Conduct Root Cause Analysis [RCA’s] on the incidents raised due to a system or process failure, apply treatment and document the resolution to the issue
  • Monitor connectivity and alarms with regards to a customer connection which could include intermittent or Total Loss of Connections or Connectivity Speed.
  • Trouble shooting any complex technical issues by collaboration with end to end resolver groups, applying quality data to inform decision-making, identifying areas to optimize the process and the customer experience and timely escalations and follow up.
  
  
  About You
  We're looking for someone who has…
  •Experience in a technical helpdesk or IT incident Management process is highly desirable.
  •Escalation Team or Level 2 and above Complex support Resolution experience
  •Excellent communications skills.
  •Experience in a dynamic and complex customer service environment [inbound and / or outbound] call centre for international clientele – Telco preferable
  •Shift allowance as applicable, and shifts to be aligned to Australian Business Hours.

  This role requires the successful candidate to be vaccinated against Covid-19, to ensure the safety and wellbeing of our people and customers.
  
  
  If you enjoy collaborating with different people and delivering amazing experiences for the customer, we want to hear from you!
  
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  We encourage applications from people of all abilities and backgrounds - including Aboriginal and Torres Strait Islander peoples, the LGBQTI+ community, linguistically diverse, and people living with disability. When you apply, you can choose to note the pronouns you use and /or any reasonable adjustments needed to take part equitably during the interview process.
  www.telstra.com.au/careers/diversity-and-inclusion or email us at DisabilityandAccessibility@team.telstra.com noting your preferred method of contact.

• 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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