Customer Service Consultant

Customer Service Consultant

As a Customer Service Consultant - Digital you are a key member of the digital messaging team. You use your excellent knowledge of Telstra's products, services and processes to create a great customer service and support experience via our messaging, SMS, email and voice channels. You provide a high-quality cost-effective service to customers when dealing with non-technical product and billing enquiries, recording orders and provisioning related to a range of products and services.

We're Australia's leading telecommunications and technology company. And with a global presence in more than 22 countries, we have a strong global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work.

As a Customer Service Consultant, you are a key member of the Telstra Contact Center. You will use your excellent knowledge of Telstra's products, services, and processes to create a great customer service and support experience via our messaging, SMS, email and Voice channels. Additionally, you will provide a high-quality cost-effective service to customers when dealing with non-technical product and billing enquiries, recording orders and provisioning related to a range of products and services.

What We Offer:

• Pay for performance. We recognise outstanding contributions through our competitive incentive programs.
• Medical benefits that cover you and your loved ones. This includes Pandemic, mental health and optical coverage.
• Unlimited learning. Level up your skills with access to 17,000 learning programs.
• Global presence. With a global presence across 22 countries, there are many opportunities to work where we do business.

What You'll Do:

• You'll bring the purpose of your role to life by delivering against the following responsibilities via real-time chat, asynchronous messaging and phone calls.
• Provide different types of customer support (simplex complaints and service), where applicable, across all 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.
• Ideally you will have proven experience working in contact centre position within a Customer Service-related environment which you'll meet the 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.

About You:

• At least 1 year of BPO experience (call center agent, technical support, or chat/email support roles)
• 2 years of front-facing Customer Service Experience (Retail, Travel & Hospitality, Transportation & Logistics, Healthcare, Banking & Finance, Telecommunications, etc.)
• Be able to work permanently onsite.

If you enjoy collaborating with different people and delivering amazing experiences for the customer, we want to hear from you!