Call Centre
People in our call centres are the face of Telstra as each day, our consultants interact with and serve the needs of our customers; communicating by telephone, email and online chat.
What work would you do?
On a day to day basis, you could be assisting our customers with a diverse range of enquiries including sales, technical support, faults, BigPond and Internet support, mobile sales and service, or billing. We also work with a wide range of customers from individual mobile phone users right through to major enterprise and government customers.
We have the ability to serve the whole of our customers needs thanks to our enhanced systems and capabilities. This means you could be a part of a team responding to a customer’s enquiry about their fixed phone line, while identifying that they could also benefit from one of our broadband and mobile services. This gives our consultants the flexibility to not only service our customers queries, but also offer them our superior products and services to meet their needs.
What is the environment like?
Our call centres are vibrant environments that give people the opportunity to work with the industry leader throughout Australia. The team leaders and centre managers create highly supportive cultures that are focused on achieving business objectives, whilst valuing diversity, teamwork and fun.
Did you know?
Telstra is located in every state and territory of Australia in urban, rural and remote localities.
Flexibility is also a very beneficial aspect of working in a call centre. Our people have the opportunity to balance their work and personal life through flexible rosters. We also provide options for individuals returning from maternity leave, and flexible working arrangements.
What roles could you have?
Sales and Service Consultants work to deliver and solve the needs of our customers through cost effective customer service. Consultants have sales and service targets that enable them the opportunity to outperform and exceed their targets. In this role, you may be initiating calls (outbound) or responding to customer enquiries (inbound) on a range of products and services.
Team Leaders lead their team’s delivery of sales and service targets, to achieve positive outcomes for our customers. You would support your team in their development and ability to perform in their role.
Centre Managers lead the whole centre of sales and service professionals. They are focused on delivering consistent outcomes for our customers and achieving sales and service targets. Centre Managers have a diverse role, providing coaching, delivering training and helping to launch new campaigns within the centre.
Each of our centres also has a range of support roles that provide operational support to the call centre. These can be specialist roles, for example you might help coordinate work activities for the centre, provide business and administrative support or provide operational support to the people in the centre.
What development opportunities are there?
As our call centres continue to grow and develop, so too do the career opportunities within them. There are a variety of directions your career could take you in our call centres, for example you could progress from consultant to team leader to centre manager. Alternatively you could become a specialist in an aspect of a call centre’s operations such as sales development or an IT related area.
In fact, many of Telstra’s highly respected professionals started their careers in call centres and now work in various parts of the company.
Working at Telstra will give you the benefits of excellent learning and development programs. These could include traineeships, frontline leader development programs, sales and service consultant induction programs, team leader induction programs, sales coaching, emerging leader and executive leadership programs.
With your passion and enthusiasm to improve our customer experience and motivation for great performance, Telstra can offer you exciting career prospects. Team leaders and centre managers will help you identify the development opportunities required to take you to the next step. They will also assist you in gaining the experience and training required to get you there.
Meet more of our Call Centre people
Where could you work?
Telstra has call centres throughout Australia, performing different functions, working with different products and services, and with different types of customers.
What benefits can you look forward to?
At Telstra we reward our employees who perform. If working in sales, you could look forward to various sales incentives, and if you are eligible, performance incentives are paid monthly and are based on sales and service performance. In addition, discounts on Telstra products and services are accessible too.
Telstra celebrates the success of individuals and teams in many different ways. Individuals and teams are rewarded for results with awards ranging from $1,000 to $10,000 and entry to the highly coveted eXtreme program. This is the ultimate sales reward program that most business units with sales roles participate in across Telstra. The eXtreme event could see you on your way to destinations such as Hawaii, Fiji and New Zealand.
Visit the
benefits page to find out more.
What sort of people succeed in call centres at Telstra?
People who do well in call centres at Telstra have a natural enthusiasm to achieve results for our customers providing an exceptional customer experience every time. Individuals who also want to continually enhance their skills and outperform will enjoy being a part of Telstra. Having the ability to work effectively in a team is also crucial to your success.
We all like to have fun too so if you're fun to be around, enjoy striving to be your best and have a passion for working with customers, you should fit in well here!