Customer Service Consultant - Non Voice Process

About Us:

• Provide all type of customer support (sales, faults, simplex complaints and service), where applicable, across all retail customers, across all channels.
• Accurately and efficiently process customer requests and inquiries (faults, simplex complaints and service) in alignment with guidance tools, scripts, service standards and targets.
• Resolve customer issues by assisting customers to understand, use and troubleshoot issues relating to our products and services via messaging, SMS, email and voice calls as needed/required.
• Resolve routine to complex customer enquiries involving billing, account management, sales/modify/move orders, simple fault management and complaints follow up using prescribed job aids found in My Knowledge, Messaging Predetermined content, CRM data and internal process flows.
• Use your knowledge of Telstra processes to effectively handover customer enquiries/issues to the appropriate area when necessary.
• Assess needs and promote and sell Telstra products/services as a-part of recommending alternative products or services to resolve an issue or in alignment with agreed cross selling and upselling processes and targets.
• Meet prescribed customer service and messaging standards and performance objectives by following documented processes captured in work instructions/forums to solve the issue.
• Work effectively across diverse cultures by demonstrating awareness and adapting flexibly across interactions with our culturally diverse team members and customers.

  You're available to support our customers 24/7, so you will need to be able to work on a rotating roster including scheduled days off.

  The role will be 100% work from office with some capability to work from home considered in the future.

  To be successful in this role, you will have:

  • 1-5 years of customer service experience.
    
  • Active Listening
    
  • Analytical Thinking
    
  • Business Writing
    
  • Collaboration
    
  • Creativity
    
  • Detail-Oriented
    
  • FlexCAB (Inactive)
    
  • Maxim
    
  • MDUM
    
  • Mica
    
  • Negotiation
    
  • Osca
    
  • Phoenix
    
  • Problem Solving
    
  • Process Improvement
    
  • Rifdi bill generator
    
  • Salesforce.com
    
  • Siebel CRM Systems
    
  • TAM
    
  • T-Analyst
    

  What can we offer you?

  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. ​We're committed to building a diverse and inclusive workforce. To enable everyone to participate, we've developed an 'All Roles Flex' policy to consider flexible ways of working for every role. To learn more, visit our Telstra Careers Website: http://tel.st/allrolesflex