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Digital Support Consultant
Permanent Full Time, Flexible
SA: Adelaide CBD
Permanent Full Time, Flexible
SA: Adelaide CBD
17 December 2018
Closing in: 6 days time
Opened 10 December 2018
As a Digital Support Consultant you will provide customer service support for the AFL/NRL sporting apps in Telstra’s CrowdSupport community

Digital Support Consultant

  • Job Number: 10075555-001
  • Employment Type: Permanent Full Time, Flexible
  • Location: SA: Adelaide CBD
  • Opening date: 10/12/2018 03:00 AM AEST
  • Closing date: 17/12/2018 01:25 PM AEST
  • Applications close in: 6 days time

The digital revolution is an exciting transformation story. The digital world we live in is transforming how we connect, consume and live. Telstra is part of that transformation, and over the last four years, we’ve created digital sales and service channels that allow customers to interact with us when they want, reducing costs for the business and bringing benefits to customers.

About the Role

As a Digital Support Consultant you will provide customer service support for the AFL/NRL sporting apps in Telstra’s CrowdSupport community using the Lithium Social web platform, as well as through other online channels, whilst providing day-to-day business support to the24x7 Customer Care Team across a number of areas in Telstra and it’s diverse range of business activities and initiatives.

You will need to utilise your customer service experience and problem-solving skills to provide solutions to a diverse range of customer queries in a timely manner. You will work closely with the Telstra Digital sales and service teams as well as product and media teams to understand their objectives and drive initiatives that deliver the best outcomes for the customer.

You will be responsible for:

  • Service customer enquiries end to end with varying degrees of complexity via online channels
  • Deliver customer resolutions within set SLA’s to achieve KPIs
  • Contribute to the success of Telstra's Social media support assets
  • Ensure the strategies of the 24x7 Digital Customer Care team are correctly implemented
  • Develop and maintain relationships with product leads
  • Analyse site traffic and metrics and send regular reports to stakeholders
  • Coordinate with the platform vendor on software upgrades and bug fixes
  • Update and create content to ensure customers have access to most relevant information
  • Developing owned content to increase engagement of Apps within CrowdSupport
  • Responsible for reporting of Digital Customer Care activities across the business – working with the Crowd, Help & Support Lead to design objectives and KPIs for the team.
  • Build trusted relationships with members of your community

What You’ll Bring

To be successful in this role, you will have:

  • Previous experience in a busy customer focused environment with the ability to work to tight deadlines and juggle multiple project and stakeholders.
  • Strong written and verbal communication skills
  • Experience in investigating customer issues with internal business units and general administration tasks
  • The ability to comprehend technical process and be able to articulate and communicate with a non-technical audience
  • Excellent time management skills and your ability to work in a fast paced environment
  • Advanced knowledge of social media platforms including Facebook, Twitter, Instagram, Google+, Lithium Technologies, NRL, AFL, My Football Live, Netball  Apps, community forums, CrowdSupport
  • Digital Savvy
  • Problem Solving Skills 
  • Teamwork

Next Steps?

If you're looking for the platform to evolve and develop your career, we want to hear from you! We'll provide you with the training to be successful in this role, which will lead you to the opportunity to drive your own success and shape your ongoing career development within this exciting area of our business.

So what are you waiting for? It's time to connect to a future created by you.

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 tel.st/allrolesflex

Apply Now
  • Job Number: 10075555-001
  • Employment Type: Permanent Full Time, Flexible
  • Location: SA: Adelaide CBD
  • Opening date: 10/12/2018 03:00 AM AEST
  • Closing date: 17/12/2018 01:25 PM AEST
  • Applications close in: 6 days time

Jobs in digital

As we move towards our future as a tech co we need strategists, creatives, production teams and subject matter experts to help us digitse our operations. Sound like you?

Proud past, brilliant future

Telstra is Australia’s leading telecommunications and technology company, with a rich history spanning more than 110 years.
Unified Communications (UC) Infrastructure Specialist - Fixed Term Full Time - 12 Months
Fixed Term Full Time, Flexible
SA: Adelaide CBD, WA: Perth CBD, NT: Darwin CBD or NSW: Sydney CBD
Fixed Term Full Time, Flexible
SA: Adelaide CBD, WA: Perth CBD, NT: Darwin CBD or NSW: Sydney CBD
24 December 2018
Closing in: 13 days time
Opened 10 December 2018
The Unified Communications (UC) Infrastructure Specialist will be required to ensure the build and integrity of the UC components of JP2047 Infrastructure Management system throughout the delivery phase.

Unified Communications (UC) Infrastructure Specialist - Fixed Term Full Time - 12 Months

  • Job Number: 10075014-001
  • Employment Type: Fixed Term Full Time, Flexible
  • Location: SA: Adelaide CBD, WA: Perth CBD, NT: Darwin CBD or NSW: Sydney CBD
  • Opening date: 10/12/2018 02:00 AM AEST
  • Closing date: 24/12/2018 12:55 PM AEST
  • Applications close in: 13 days time

Who We Are:

Telstra is Australia's leading telecommunications and information services company employing over 37,000 staff, being the most well-known brand in the technology and communications industry.

We offer a full range of services and compete in all telecommunications markets throughout Australia, providing more than 9.6 million Australian fixed line and 12.2 million mobile services.

Our Vision:

Adding to Telstra's portfolio of well-known Australian organisations, Defence has signed a $1.1 billion agreement with Telstra for the provision of telecommunications services.

The agreement will enable Defence to transform its communications technology including better integrating fixed telecommunications with satellite and tactical networks.

Telstra's aim is to deliver technology that can become the backbone of Australian Defence for the next decade and beyond. The agreement represents the largest customer undertaking in Telstra's history and will support military operations at home and abroad.

We are seeking the most talented people to transform the Defence communication network and take it into another dimension.

The Role:

The UC Infrastructure Specialist has overall responsibility for the delivery into Operations of UC Infrastructure Management related activities on the project. They are responsible to the Facilities-ICT Operations Manager & the UC Project Manager for:

  • Assisting in development of the End-to-End UC design and construct of  UC Infrastructure Management platform implementation
  • Defining and communicating the UC Infrastructure Management framework to Defence, the JP2047 program and subcontractors/vendors;
  • Integration of Telstra Operations process with Defence expectations and reporting requirements
  • Audit of both extant and newly deployed unified infrastructure throughout the deployment of the JP2047 Infrastructure management platform
  • Reporting status and progress to the Facilities-ICT Operations Manager & the UC Project Manager
  • Configuration Item definition and management;
  • Supply of input into the  Functional and Physical Configuration Audit program; and
  • Other Activities as assigned by Facilities-ICT Operations Manager & the UC Project Manager.

The UC Infrastructure Specialist will have:

  • Telecommunications Infrastructure design and build- internal and external plant;
  • Defence telecommunications network design and build (DVN, DRN, DSN);
  • Defence CMDB experience;
  • Experience in Infrastructure Management and Enterprise-scale Network Deployment;
  • 7 + years of experience in Networks/Telecommunications related field;
  • Experience in analysing, designing, developing, testing, deploying and maintaining large, complex Telecommunications or Media Communications Solutions.
  • A team player and natural communicator, who will easily integrate with the existing teams and pass back relevant observations.

Candidates must hold a current clearance to be considered. This role will require you to hold and maintain an Australian Government NV1 security clearance.

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 tel.st/allrolesflex

Apply Now
  • Job Number: 10075014-001
  • Employment Type: Fixed Term Full Time, Flexible
  • Location: SA: Adelaide CBD, WA: Perth CBD, NT: Darwin CBD or NSW: Sydney CBD
  • Opening date: 10/12/2018 02:00 AM AEST
  • Closing date: 24/12/2018 12:55 PM AEST
  • Applications close in: 13 days time

Jobs in digital

As we move towards our future as a tech co we need strategists, creatives, production teams and subject matter experts to help us digitse our operations. Sound like you?

Proud past, brilliant future

Telstra is Australia’s leading telecommunications and technology company, with a rich history spanning more than 110 years.
Legal Team Assistant (Part time)
Permanent Part Time, Flexible
INTERNATIONAL: London
Permanent Part Time, Flexible
INTERNATIONAL: London
21 December 2018
Closing in: 10 days time
Opened 09 December 2018
The Legal Assistant provides high level support to the EMEA Legal Team within Telstra, enabling them to more effectively perform in their roles. This is a part time role and the successful candidate will be required to work 3 full days

Legal Team Assistant (Part time)

  • Job Number: 10075100-001
  • Employment Type: Permanent Part Time, Flexible
  • Location: INTERNATIONAL: London
  • Opening date: 09/12/2018 11:00 PM AEST
  • Closing date: 21/12/2018 10:55 PM AEST
  • Applications close in: 10 days time

Key Accountabilities:

  • Collect and analyse data in order to prepare and produce commercially sensitive reports and presentations that typically relate to the EMEA Legal team and in certain circumstances the US and Asia Legal team as appropriate
  • Monitoring and prioritisation of incoming correspondence, drafting and preparing responses where required.
  • Monitoring team mailboxes and supporting work where suitable (e.g. corporate secretarial asks)
  • Management of team’s diary and schedule, arranging meetings and travel where necessary.
  • Co-ordination of relevant events and ad-hoc projects required.
  • Building cross functional relationships with key stakeholders and overseas offices.
  • Redirect (where appropriate) urgent issues to most appropriate Managers, ensuring leaders are kept abreast of details or outcomes.
  • Company secretarial administration including taking ownership of relationships with corporate secretarial agents
  • Management of invoices from external law firms and the departments budget
  • Managing execution of contracts and storage/ filing thereof
  • Managing the teams precedents and resources

Qualifications/Experiences:

  • The ideal candidate will have 3+ years’ experience as a Legal PA or similar role.
  • Contract management experience and education to University level or equivalent are a plus.
  • Previous company secretarial experience is a plus.
  • Professional, diligent and able to exercise tact, discretion and independent good judgement in relation to sensitive and confidential matters.
  • Knowledge of Microsoft Word and Microsoft Excel is essential, and general comfort with learning new programs and software is a must.
  • Excellent written and oral communication skills in English.
  • Desire and aptitude for learning new concepts on the job.
  • Client-service oriented with attention to detail.
  • Flexibility, enthusiasm for teamwork and a “can do” attitude with the ability to take personal leadership.
  • Creative problem-solver with an ability to spot patterns and propose simplified processes.

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 tel.st/allrolesflex

Apply Now
  • Job Number: 10075100-001
  • Employment Type: Permanent Part Time, Flexible
  • Location: INTERNATIONAL: London
  • Opening date: 09/12/2018 11:00 PM AEST
  • Closing date: 21/12/2018 10:55 PM AEST
  • Applications close in: 10 days time

Jobs in digital

As we move towards our future as a tech co we need strategists, creatives, production teams and subject matter experts to help us digitse our operations. Sound like you?

Proud past, brilliant future

Telstra is Australia’s leading telecommunications and technology company, with a rich history spanning more than 110 years.
Casual Customer Service and Sales Advisor - DONCASTER
Casual, Flexible
VIC: Melbourne - Suburbs
Casual, Flexible
VIC: Melbourne - Suburbs
18 December 2018
Closing in: 7 days time
Opened 09 December 2018
We’re looking for brilliant individuals, with a passion for delivering great customer service, to join our fun, dedicated retail team.

Casual Customer Service and Sales Advisor - DONCASTER

  • Job Number: 10075119-001
  • Employment Type: Casual, Flexible
  • Location: VIC: Melbourne - Suburbs
  • Opening date: 09/12/2018 01:00 PM AEST
  • Closing date: 18/12/2018 12:55 PM AEST
  • Applications close in: 7 days time

Connect with Telstra

At Telstra, our customers at the heart of everything we do. And that’s where you come in - to help us realise our vision of creating a brilliantly connected future for everyone!

The role with us

We’re all about helping our customers connect in new and better ways – so your flair in making the complex simple, and ability to deliver a unique, memorable experience to our customers, every time, is what we aim to achieve every day here at our Telstra Doncaster store.

Whether you’re helping with a customer’s mobile needs, talking to them about their news and entertainment preferences so that you can tailor a FOXTEL™ from Telstra package for them, or offering technical support, you’ll have the know-how and positive attitude to make every customer feel like they’re a VIP.

And, with the scale of our Telstra business, you'll find plenty of opportunities to develop and grow your career with us.

Some of the specifics

  • Telstra Store in Hobart: Shop G059 Westfield Doncaster 619 Doncaster Rd, Vic 3108
  • Casual positions available!
  • Store Hours: Monday to Wednesday 9.00am - 5.30pm, Thursday - Friday 9am - 9pm, Saturday 9.00am - 5.00pm, Sunday 10.00am - 5.00pm

Who we look for

To do well in a retail career with our team, you will be confident, knowledgeable and resilient. You’ll also show us your natural enthusiasm for working with people. To be considered for the job, you’ll ideally have:

  • Demonstrated interpersonal and communicative skills – allowing you to easily connect and develop rapport with others and drive customer satisfaction;
  • Previous experience in a dynamic sales environment is ideal
  • An interest in tech products is a bonus – but don’t worry, we’ll provide all the technical knowledge and training you’ll need!
  • Plus, an ability to speak Mandarin or any language other than English to liaise with our local customers is an added bonus.

Interested?

If you have a real passion for delivering brilliant customer service, and would thrive as part of our fun, dedicated team – connect with us and apply!


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 tel.st/allrolesflex

Apply Now
  • Job Number: 10075119-001
  • Employment Type: Casual, Flexible
  • Location: VIC: Melbourne - Suburbs
  • Opening date: 09/12/2018 01:00 PM AEST
  • Closing date: 18/12/2018 12:55 PM AEST
  • Applications close in: 7 days time

Jobs in digital

As we move towards our future as a tech co we need strategists, creatives, production teams and subject matter experts to help us digitse our operations. Sound like you?

Proud past, brilliant future

Telstra is Australia’s leading telecommunications and technology company, with a rich history spanning more than 110 years.
Billing Techlead Software-Engineer
Permanent Full Time
INTERNATIONAL: Pune
Permanent Full Time
INTERNATIONAL: Pune
15 December 2018
Closing in: 4 days time
Opened 08 December 2018
Telstra is Australia’s leading telecommunications and technology company, offering a full range of communications services and competing in all telecommunications markets. In Australia we provide 17.6 million retail mobile services, 5.1 million retail...

Billing Techlead Software-Engineer

  • Job Number: 10075482-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Pune
  • Opening date: 08/12/2018 06:30 PM AEST
  • Closing date: 15/12/2018 06:25 PM AEST
  • Applications close in: 4 days time

Telstra is Australia’s leading telecommunications and technology company, offering a full range of communications services and competing in all telecommunications markets. In Australia we provide 17.6 million retail mobile services, 5.1 million retail fixed voice services and 3.5 million retail fixed broadband services. We believe the more connected people are, the more opportunities they have. That's why we help create a brilliant connected future for everyone, everyday. That’s why we build technology and content solutions that are simple and easy to use, including Australia’s largest and fastest national mobile network. That’s why we strive to serve and know our customers better than anyone else – offering a choice of not just digital connection, but digital content as well. And that’s why we have an international presence spanning over 20 countries. In the 21st Century, opportunity belongs to connected businesses, governments, communities and individuals. As Australia’s leading telecommunications and information services company, Telstra is proud to be helping our customers improve the ways in which they live and work through connection

Total experience: 5- 6 yrs

Key Words/Primary Skills

 

  • Telecom billing functional and products experience

    • Core billing and Invoicing
    • Billing product modelling
    • Order management and workflow
    • Taxation
    • Customer lifecycle expertise
    • Usage processing
    • Accounting, Journal and payments
    • Credit Management
  • Architectural, Solution definition, Design – Experience
  • Effective communication and documentation skills towards day to day interactions with various stakeholders.

Job Description

  • Should have previous work experience on telecom Billing platforms and telecom ecosystems Architectural background and design expertise are recommended for the required role.
  • Elaborating and evaluating sprint and release requirements by leading collaboration with Telstra IT & Business units to deliver requested products and services.
  • Driving and self-motivated team leader with effective communication and documentation skills towards day to day interactions with various stakeholders.
  • Driving engineering discipline with DevOps, CI/CD and lean delivery to target higher team capability maturity.
  • Providing technical leadership and mentoring team towards engineering mindset.
  • Developing knowledge center and documentations along with cross functional resourcing back-up plans for billing domain knowledge.

 

 

 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 tel.st/allrolesflex

Apply Now
  • Job Number: 10075482-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Pune
  • Opening date: 08/12/2018 06:30 PM AEST
  • Closing date: 15/12/2018 06:25 PM AEST
  • Applications close in: 4 days time

Jobs in digital

As we move towards our future as a tech co we need strategists, creatives, production teams and subject matter experts to help us digitse our operations. Sound like you?

Proud past, brilliant future

Telstra is Australia’s leading telecommunications and technology company, with a rich history spanning more than 110 years.
Customer Service and Support Team Leader
Permanent Full Time
INTERNATIONAL: Manila
Permanent Full Time
INTERNATIONAL: Manila
14 December 2018
Closing in: 3 days time
Opened 06 December 2018
We are looking for a dynamic individual to supervise a pioneer team and assist in building a brand new Contact Centre. This new centre will be delivering a truly premium experience for our highest value consumer customers. Oversee the overall performance...

Customer Service and Support Team Leader

  • Job Number: 10075611-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Manila
  • Opening date: 06/12/2018 04:00 PM AEST
  • Closing date: 14/12/2018 03:55 PM AEST
  • Applications close in: 3 days time

Role Summary:

We are looking for a dynamic individual to supervise a pioneer team and assist in building a brand new Contact Centre. This new centre will be delivering a truly premium experience for our highest value consumer customers.

Oversee the overall performance of a team of consultants through coaching and performance feedback to ensure the successful resolution of disputes and queries, as well as leading to a high level of customer satisfaction.

This role reports to the Assistant Centre  Manager.

Key Responsibilities:

  • Monitor agent/CET performance to ensue individual KPIs set by Telstra’s directive are achieved consistently.
  • Manage the scheduling of agent/CET for effective manpower utilisation of the team.
  • Observe and identify above average performers within the team with potential to take on senior positions and groom the select group for progression.
  • Conduct weekly one-on-one sessions with agent/CET to track development progress and ensure that information rendered to customer is consistent and accurate.
  • Provide performance feedback to consultants who are not delivering on their KPIs, and help them develop action plans to close the performance gaps.
  • Monitor action plans to ensure consultants/CETs are delivering according to the agreed plan.
  • Provide guidance to consultants who require in-call assistance.                                                                                                                                                                                                                 
  • Create constant interaction to provide immediate resolution and corrective actions during and directly after calls to prevent knowledge gaps.
  • Investigate prior to taking the call to understand reason for escalation from the agent to prevent repetitive questions.
  • Ask appropriate probing/ clarification questions to uncover and understand underlying problems or root causes.
  • Provide informative advice and make recommendations using advanced product knowledge and available information to educate and assist customers and resolve their complex needs and requests.
  • Exercise discretionary actions to create customer satisfaction through the issuance of credits and waivers within limits of authority.
  • Track agent/CET payout (E.g. no incorrect tagging) and ensure that agent/CET is issued the correct payout.
  • Provide team with accurate and up-to-date information on Telstra system, product and plan updates and other changes that affect customers.
  • Inform and explain new directives from the management about salary, incentives and other reward related information. 
  • Report trends on team performance data to management on a daily, weekly and monthly basis

Qualifications:

  • Open to TIPI employees.
  • At least 3 years of experience working in a supervisory role as a manager/assistant manager in a call-centre environment.
  • Passionate about building a call centre and developing new processes.
  • Be willing to be “in-the-detail” to help build and develop new ways of working to establish a new standard of contact centre experience for a high value customer segment.
  • Embrace working with an agile mindset – being willing to start small and, think big and push the boundaries to set a new standard for service from Telstra.
  • Able to deal with ambiguity, and develop a structured approach to deal with it.
  • Detail-oriented
  • Experience in leadership of multiple teams and work and groups on various processes and procedures;
  • Experience in leading and implementing Change Management  process in a high volume and fast paced environment;
  • Knowledge of the Telecommunications industry preferable
  • Tertiary Business qualifications preferable

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 tel.st/allrolesflex

Apply Now
  • Job Number: 10075611-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Manila
  • Opening date: 06/12/2018 04:00 PM AEST
  • Closing date: 14/12/2018 03:55 PM AEST
  • Applications close in: 3 days time

Jobs in digital

As we move towards our future as a tech co we need strategists, creatives, production teams and subject matter experts to help us digitse our operations. Sound like you?

Proud past, brilliant future

Telstra is Australia’s leading telecommunications and technology company, with a rich history spanning more than 110 years.
Customer Service Consultant
Permanent Full Time
INTERNATIONAL: Manila
Permanent Full Time
INTERNATIONAL: Manila
14 December 2018
Closing in: 3 days time
Opened 06 December 2018
Be part of something amazing. We are looking for dynamic and results-driven individuals who can be part of a pioneer team. Help us build a brand new Contact Centre that aims to deliver a premium and world-class experience to our highly-valued consumer...

Customer Service Consultant

  • Job Number: 10075612-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Manila
  • Opening date: 06/12/2018 04:00 PM AEST
  • Closing date: 14/12/2018 03:55 PM AEST
  • Applications close in: 3 days time

Be part of something amazing.

We are looking for dynamic and results-driven individuals who can be part of a pioneer team. Help us build a brand new Contact Centre that aims to deliver  a premium and world-class experience to our highly-valued consumer customers.

As a Customer Service Consultant, your aim is to attain high levels of Customer Advocacy. Reporting to a Team Leader, you will be expected to (1) demonstrate high levels of communication to ensure we understand what matters to our customers, resolve their enquiries the first time, and create a connection with them, (2) take accountability by initiating and following up on any administrative procedures to ensure we achieve resolution for our Customers, (3) Comply with internal and external processes and Industry codes and (4) live and breathe the Telstra Purpose and Values

Key Accountabilities:

Understand your role to serve the customers:

  • Always practices the customer language (English) in the Advocacy Operations Floor.
  • Respond to initial demand accordingly and manage emotional state appropriately by empathizing.
  • Ask relevant probing and follow-up questions to better understand issue.
  • Conduct initial verification for security purposes appropriately.

Conceive the best solutions.

  • Navigate through multiple systems to source relevant information and provide informative options to customers.
  • Continue to ask relevant probing questions to provide customers with informed choices.
  • Analyse and review customers account in our Telstra systems to help conceive solutions and anticipate future needs of customer based on patterns of usage, the services they have, and recommend suitable plans/products.
  • Exhaust all resources to provide customer with best options (e.g. Knowhow, Intranet & SME Support).
  • Evaluate the complexity of queries/complaints guided by the Complaint Management Process, and escalate calls to appropriate channels where own limits of authority or technical expertise are exceeded Ensure appropriate handover to person receiving the escalation.
  • Upon evaluating the complexity, if we need to hand off to other Telstra areas, ensure it is ALWAYS warm voice transfer and that we hand off 100% clean

Execute solutions accordingly and efficiently:

  • Apply appropriate procedures (e.g. Provision/Modification of connections and temporary internet connection, issuing of credits) to initiate response to customer requests/disputes, within limits of authority.
  • Assist in processing plan/account modification and disconnection and suspension requests.
  • Prepare and document accurate and relevant information of correspondence made during the call (e.g. note taking in relevant systems).
  • Document and share best practices of methods with unique specifications and resolutions with the rest of the team to improve customer experience and productivity.
  • We make sure that we complete and close off all tasks relevant to each demand and therefore – Taking Ownership.
  • End every call by sending the Customer YHAN email/SMS.
  • Initiate Monthly Performance Review in GEM to identify key areas of opportunity and help improve Performance.

Qualifications:

  • Open to all applicants with at least one (1) year of customer service experience in a contact centre environment
  • Strong customer focus and service orientation.
  • Hold above all an ‘ask only once’ attitude to ensuring we deliver a truly premium experience for our highest value consumer customers
  • Passionate about working in a world class, high performing contact centre environment 

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 tel.st/allrolesflex

Apply Now
  • Job Number: 10075612-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Manila
  • Opening date: 06/12/2018 04:00 PM AEST
  • Closing date: 14/12/2018 03:55 PM AEST
  • Applications close in: 3 days time

Jobs in digital

As we move towards our future as a tech co we need strategists, creatives, production teams and subject matter experts to help us digitse our operations. Sound like you?

Proud past, brilliant future

Telstra is Australia’s leading telecommunications and technology company, with a rich history spanning more than 110 years.
Centre Manager
Permanent Full Time
INTERNATIONAL: Manila
Permanent Full Time
INTERNATIONAL: Manila
14 December 2018
Closing in: 3 days time
Opened 06 December 2018
We are looking for a dynamic individual to manage a pioneer team in building a brand new Contact Centre. This new centre will be delivering a truly premium experience for our highest value consumer customers. The primary purpose of the role is to manage...

Centre Manager

  • Job Number: 10075621-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Manila
  • Opening date: 06/12/2018 04:00 PM AEST
  • Closing date: 14/12/2018 03:55 PM AEST
  • Applications close in: 3 days time

Role Summary:

We are looking for a dynamic individual to manage a pioneer team in building a brand new Contact Centre. This new centre will be delivering a truly premium experience for our highest value consumer customers.

The primary purpose of the role is to manage teams and processes as well as ensuring that we provide excellent customer service. To support the organisation’s objective of profitable growth by developing and maintaining strong relationships with both internal and external customers and providing positive customer experiences which ensure customer advocacy. This is achieved by ensuring that teams are performing at optimum levels and skilled to provide quality solutions to customers. You will coach to and encourage a culture which focuses on Telstra Customers being advocates of the brand.

Key Accountabilities:

  • Perform the role of ‘Master Coach’ by ensuring that Team Leaders in your centre are able to improve their team’s performance and meet set performance metrics which deliver an exceptional customer experience; You will coach to and encourage a culture which focuses on Telstra Customers being advocates of the brand.
  • Deploy best practice and ensure delivery against productivity and customer performance targets,
  • Take overall accountability for the key operational, customer and revenue metrics of the centre,
  •  
    • Driving performance through a coaching culture
    • Defining plans for improvement where required
    • Actively rewarding performance and management of under performance
  • Contribute to the units Business Plan and deliver on associated business initiatives as required.
  • Proactively identify innovations/ improvements to be made within the centre to provide a better customer experience and /or operating rhythms ;
  • Manage performance variation in the centre via Team Leaders.  Provide consistent and sustainable performance reviews to achieve minimum performance standards, running the centre with a ‘own’ business mentality;
  • Build and lead a customer centric organisation – ensure that the customer is at the centre of all decisions that are made within the centre, in line with the company’s policies and guidelines; Create a customer centric culture by delivering  on customer focused initiatives i.e T.A.G
  • Communicate with and engage the Centre to build a high performance,  positive culture within the centre, positively impacting on employee engagement, the retention of talent and our customer’s experiences;
  • Build capability by identifying, nurturing and sourcing talent (active participation in succession planning activities) and ensuring that there is sufficient bench strength for key centre roles;
  • Apply sound commercial skills – ensuring that the centre’s budget is managed and all metrics meet business targets;
  • Own customer issues that come into the centre - ensuring customer satisfaction and resolving complaints and keep management of issues in the centres, as appropriate;
  • Manage change in processes, service accountabilities and new initiatives through the centre, feeding back on areas for improvement where appropriate;
  • Manage key stakeholders – manage all relationships with key stakeholders/providers where their work impacts on the centre or they supply a service to the centre;
  • Ensure adherence to all standard company policies including audits/credits, HS&E, EEO, security and leave planning;
  • Ensure a safe and fair work environment in accordance with Telstra Policies and processes.

Qualifications:

  • Open to TIPI employees.
  • At least five years of experience working in a leadership role as a manager/assistant manager in a call-centre environment.
  • Passionate about building a call centre and developing new processes.
  • Be willing to be “in-the-detail” to help build and develop new ways of working to establish a new standard of contact centre experience for a high value customer segment.
  • Embrace working with an agile mindset – being willing to start small and, think big and push the boundaries to set a new standard for service from Telstra.
  • Able to deal with ambiguity, and develop a structured approach to deal with it.
  • Detail-oriented
  • Experience in leadership of multiple teams and work and groups on various processes and procedures;
  • Experience in leading and implementing Change Management  process in a high volume and fast paced environment;
  • Knowledge of the Telecommunications industry preferable;
  • Tertiary Business qualifications preferable;

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 tel.st/allrolesflex

Apply Now
  • Job Number: 10075621-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Manila
  • Opening date: 06/12/2018 04:00 PM AEST
  • Closing date: 14/12/2018 03:55 PM AEST
  • Applications close in: 3 days time

Jobs in digital

As we move towards our future as a tech co we need strategists, creatives, production teams and subject matter experts to help us digitse our operations. Sound like you?

Proud past, brilliant future

Telstra is Australia’s leading telecommunications and technology company, with a rich history spanning more than 110 years.
Commercial-Senior Specialist
Permanent Full Time, Flexible
VIC: Melbourne - CBD, NSW: Sydney CBD, QLD: Brisbane CBD or SA: Adelaide CBD
Permanent Full Time, Flexible
VIC: Melbourne - CBD, NSW: Sydney CBD, QLD: Brisbane CBD or SA: Adelaide CBD
17 December 2018
Closing in: 6 days time
Opened 06 December 2018
An exciting opportunity exists for a Commercial Senior Specialist to join Telstra in a permanent capacity.

Commercial-Senior Specialist

  • Job Number: 10075210-001
  • Employment Type: Permanent Full Time, Flexible
  • Location: VIC: Melbourne - CBD, NSW: Sydney CBD, QLD: Brisbane CBD or SA: Adelaide CBD
  • Opening date: 06/12/2018 01:00 PM AEST
  • Closing date: 17/12/2018 12:55 PM AEST
  • Applications close in: 6 days time

ABOUT THE ROLE

An exciting opportunity exists for a Commercial Senior Specialist to join Telstra in a permanent capacity.

This role contributes to the key pillars of our business strategy including driving value from the core, customer experience and transformation, and bringing to life what it means to be a world class technology company.

This role is critical to enabling Telstra to create a new standard in customer experience. Critical to success in this role is your strong commercial acumen and ability to work effectively within cross functional teams to drive the end to end delivery of initiatives designed to increase value for customers and Telstra.

SOME OF THE SPECIFICS AND KEY ACCOUNTABILITIES

  • Drive the development business plans and ensure alignment across the team and key stakeholders
  • Analyse new and emerging trends and evaluate their impact on needs into the future
  • Recommend step improvements in own area and between areas, including awareness of best practice
  • Leverage customer and market analysis to provide commercial recommendations to improve customer experience, increase market share and improve financial performance. This includes providing intelligence on market and industry trends, global telecommunications developments, competitor moves and market share impacts
  • Deliver commercial modelling to enable the assessment of key business initiatives
  • Develop and deliver weekly, monthly, quarterly shared metrics (e.g. services, margin) across the team to drive collective success of the Consumer and Small Business segments
  • Partner with other teams to develop the overarching 1-3 year strategy and roadmap
  • Prepare presentations and business communications for all executive levels, including the Board and senior leaders
  • Act as an engagement lead into key supporting parts of the business to achieve priorities (reporting, finance, analytics), and as an engagement point for analysis of business opportunities (e.g. external consultants)
  • Actively participate in small cross functional teams with rapid iteration, testing and deployment of new initiatives at scale

WHAT YOU'LL BRING

  • Experience in building and maintaining senior stakeholder relationships is essential
  • Extensive experience in providing commercial advice and recommendations to support the delivery of initiatives is beneficial
  • Extensive professional experience in independently developing and delivering high quality executive level written communications
  • Tertiary degree or experience in broad application of strategy or planning principles, or commercial expertise is highly desirable
  • Demonstrated strategy, business planning or management consulting experience

If you’re looking for a role where you can contribute to Telstra’s strategy and see the impact you’re making.  This role is an opportunity to make a difference and be part of a fast paced team working across the business, this could be the role for you?

So what are you waiting for? It’s time to connect to a future created by you.  

Please click here for more information:

Download File Senior Commercial Specialist - Success Profile.pdf

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 tel.st/allrolesflex

Apply Now
  • Job Number: 10075210-001
  • Employment Type: Permanent Full Time, Flexible
  • Location: VIC: Melbourne - CBD, NSW: Sydney CBD, QLD: Brisbane CBD or SA: Adelaide CBD
  • Opening date: 06/12/2018 01:00 PM AEST
  • Closing date: 17/12/2018 12:55 PM AEST
  • Applications close in: 6 days time

Jobs in digital

As we move towards our future as a tech co we need strategists, creatives, production teams and subject matter experts to help us digitse our operations. Sound like you?

Proud past, brilliant future

Telstra is Australia’s leading telecommunications and technology company, with a rich history spanning more than 110 years.
AVI Control Room Programmer
Permanent Full Time, Flexible
NSW: Sydney CBD
Permanent Full Time, Flexible
NSW: Sydney CBD
16 December 2018
Closing in: 5 days time
Opened 06 December 2018
Looking for experienced AVI Control Room Programmers to join our growing team!

AVI Control Room Programmer

  • Job Number: 10075237-001
  • Employment Type: Permanent Full Time, Flexible
  • Location: NSW: Sydney CBD
  • Opening date: 06/12/2018 01:00 PM AEST
  • Closing date: 16/12/2018 12:55 PM AEST
  • Applications close in: 5 days time

Connect with Telstra 

With Telstra you can be part of the biggest changes in Australian corporate history.  Some of the best minds in the industry work here.  You'll work on a scale you can't get elsewhere.  Be exposed to new challenges, systems, leading edge technology and methodologies. But most importantly, our work has an impact on the community and people's lives.

The role

We are looking for a talented AVI Control Room Programmer to complement our engineering team in the delivery of world-class collaboration and workspace technology solutions to our clients.

Partnering with multiple parties, including customers, vendors and internal stakeholders the role is strategically aligned to delivering quality customer projects and technology solutions supporting our Corporate, Government and Mid-Market Portfolios, by driving value from technology. You will contribute to technology solutions at a project deliverable level, and continual feedback into the pre-sales process to ensure ongoing improvement.

Furthermore, you will also be strategically aligned to deliver capability fundamental to Global Services in particular the global expansion of Global Services and Telstra’s growth strategy.

Some of the specifics

  • Sydney CBD
  • Permanent Full-Time

Your key accountabilities

  • Responsible for designing, writing, commissioning and testing software for complex or large scale audio visual integrations.
  • Provision of presales support in the design and costing of complex audio-visual control solutions.
  • Preparation of User Experience specifications, Reference Guides or other documentation.
  • Contribute to Control System product development.
  • Contribute to the successful delivery, implementation to time, cost and quality of customer technology solutions
  • Ensure third party suppliers are held accountable for quality of delivery at a technical and quality level back to Telstra and its customers
  • Ensure that all project delivery inputs are accurately reflected in the systems, tools and processes used as part of project delivery
  • Understand and contribute to the financial control and reporting on technology solutions and projects
  • Work with key stakeholders to develop/amend processes for improved operations and technology solutions.
  • Establish and maintain effective working relationships with customers, peer groups, and key internal stakeholders
  • Impart developed technical knowledge and project experiences to helpdesk support and operational users
  • Overall, the role requires a good level of business acumen and extensive knowledge of emerging technology solutions to offer leading edge customer offerings.

A bit about you

  • Advanced AVI Room Automation (e.g. AMX/Crestron/Python/HTML) programming skills including control of Video Conferencing endpoints and infrastructure, audio and video switching, distribution and processing
  • Domain Expert in Audio Visual Integration solutions – mandatory
  • Tertiary qualification - Computer Science or Electrical Engineering
  • You must be Australian Citizen to be considered this role will require you to hold and maintain or willing to apply for an Australian Government baseline/NV1/NV2 security clearance.
  • Proven ability to directly manage and guide others
  • Demonstrated experience in a Professional Services environment
  • Strong understanding of the financial drivers of projects and the delivery of projects to budget
  • Ability to learn and work within internal data base systems. 
  • Highly skilled in Word, Excel, PowerPoint, Visio, CAD
  • Strong communication, interpersonal and relationship skills
  • Demonstrated ability to perform in high-pressure deadline critical situations
  • Excellent communication, presentation, and negotiation skills
  • Proven ability to manage difficult stakeholders and conflicting demands
  • Successful track record working within a project team to a successful customer outcome

It's no secret we will expect a lot from you. But like any good relationship, we give a lot back.  What you'll probably appreciate the most is the amazingly diverse and talented group of colleagues you'll work with, who'll support your development and with whom you'll achieve great things.

The benefits

If you’ve ever considered a career with Telstra, there’s no better time to take the first step. We’re an iconic Australian company with a rich heritage that been built for rover 100 years. As one of Australia’s top employers, we’ve got you covered with exceptional benefits. These include outstanding flexibility options, fantastic growth opportunities in over 20+ countries and an impressive suite of corporate discounts to suit everyone! 

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 tel.st/allrolesflex

 

Apply Now
  • Job Number: 10075237-001
  • Employment Type: Permanent Full Time, Flexible
  • Location: NSW: Sydney CBD
  • Opening date: 06/12/2018 01:00 PM AEST
  • Closing date: 16/12/2018 12:55 PM AEST
  • Applications close in: 5 days time

Jobs in digital

As we move towards our future as a tech co we need strategists, creatives, production teams and subject matter experts to help us digitse our operations. Sound like you?

Proud past, brilliant future

Telstra is Australia’s leading telecommunications and technology company, with a rich history spanning more than 110 years.
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