With our customers at the heart of everything we do, we’re designing innovative solutions to deliver better ways for everyone to connect, share and thrive. And that’s where our people come in – by collaborating to make great things happen.

In our Consumer & Small Business team, we meet the needs of all consumers and small businesses and grow value by delivering digitally-led propositions and outstanding customer journeys, leveraging our insight into customer needs and our superior sales and service capabilities.

In this role, you will be responsible for:

• Create a simple and brilliant customer experience across all our interactions in a multi-media environment
• Build new relationships with key customer targets and effectively manage these relationships to maximise opportunities
• Assist customers to understand, use and resolve issues relating to our products and services
• Sell products and services that effectively meet customer needs
• Gain support and agreement negotiating an acceptable outcome or solution that balances the interests and needs of stakeholders and Telstra’s enterprise values Execute a strong negotiation technique and influence confidently to close opportunities

To be successful in this role, you should have: 

• Experience in Customer Service role (atleast 3 years prior experience)
• Experience in Inbound/Outbound Sales (atleast 3 years prior experience)
• Experience in a target driven environment  (atleast 3 years prior experience)

It's no secret we expect a lot from you. In return, we offer ongoing training and support to help you develop and grow your own career, while helping us to achieve our strategic goals. Also, being part of our Telstra team, you'll enjoy access to some great rewards and benefits!

If this role sounds like you, then we would love to hear from you to discuss this great opportunity.

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

With our customers at the heart of everything we do, we’re designing innovative solutions to deliver better ways for everyone to connect, share and thrive. And that’s where our people come in – by collaborating to make great things happen.

In our Consumer & Small Business team, we meet the needs of all consumers and small businesses and grow value by delivering digitally-led propositions and outstanding customer journeys, leveraging our insight into customer needs and our superior sales and service capabilities.
 

In this role, you will be responsible for:

• Conduct initial verification for security purposes.
• Ask appropriate probing/ clarification questions to uncover and understand underlying problems or root causes of multiple issues arising from their fixed line, internet or mobile products.
• 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 reports and correspondence made during the call.
• Conduct simple analysis of customer billing patterns and requirements/criteria set by the customers.
• Nurture key customers based on a deep understanding of their needs

To be successful in this role, you should have: 

• Call centre experience necessary
• Clear understanding of Telstra’s range of fixed line, internet and mobile products.
• Ability to communicate effectively in English

It's no secret we expect a lot from you. In return, we offer ongoing training and support to help you develop and grow your own career, while helping us to achieve our strategic goals. Also, being part of our Telstra team, you'll enjoy access to some great rewards and benefits!

If this role sounds like you, then we would love to hear from you to discuss this great opportunity.
 

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

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

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, everywhere. As Australia’s leading telecommunications and technology company, we're proud to be helping our customers improve the ways in which they live, work and connect throughout APAC, Americas and Europe. Our teams represent our customers in diversity and diversity of thought.

In Global Business Services, we create value by driving a consistent and relentless approach to improving customer experience, efficiency and service levels through a radically simplified model.

As the Credit and Collections Partner Manager, you'll be..  

• This role has overall responsibility for the measurement, management, continual improvement, and transformation of GBS’ Global Financial Services’ Credit & Collections Team.
• This role will have primary operational accountability for Credit & Collections as well as customer outcomes, measured through operations teams located at Partner sites in the Philippines, as well as functional accountability to drive cross-business outcomes to support the operation and transformation of GFS Credit & Collections.
• This role has the accountability for the commercial and operational performance of the GFS horizontal and has responsibility for Telstra’s partner operations.
• In addition, this role includes the effective management of stakeholder relationships to drive improvements across the GFS Credit & Collections (e.g. influencing policy and process change to improve the customer experience and Telstra’s financial metrics).  

Functional Accountabilities:

• Partner Operations Management –
  • Operate as the primary interface for our internationally-based partners, driving them to deliver against KPIs.
  • Develop and maintain a strong, influential relationship with partners to deliver simplification and streamline of our partner operations, performance, contracts, and functions – whilst managing partner expectations.
  • Manage, monitor, and influence the ongoing transformation and improvement of the performance of our partners thru participating in regular, rigorous performance discussions with the Partner, ensure compliance to agreed standards as reflected in the contract, and  reduce variation across all key performance metrics.
  • Ensure Partner invoices are accurate and costs are managed in-line with agreed budgets
  • Seek Partner input on how the relationship can be enhanced; drive joint programs and initiatives with Partners that provide mutual benefit to both organisations.
  • Drive Telstra’s culture of customer advocacy across Partner organisations, through effectively embedding the right change/reward programs across partner sites.

• Business Operations and Operational Efficiency –
  • Ensures the development, implementation (including compliance), and ongoing improvement of end-to-end operational processes including workforce management, call handling, service operation, and Quality Framework and Processes.
  • Assists in the timely identification and solving of operational problems. Implement and drive change using cross-business working groups, governance, and compliance procedures.
  • Implement, manage and report on improvement objectives
  • Collaborate with key stakeholders from the Business Ops team to drive operational performance and financial efficiencies.

• Service Delivery Operations –
  • Provide and manage to a framework for the alignment of business and customer needs for our services – determining, managing and monitoring our service levels, and key service management processes/approaches.
  • Work cross-business with product owners, IT, and networks to determine and manage to key KPIs for products and services we support.
  • Monitor the operational effectiveness of new products, processes and capabilities and develop and implement the required improvement plans.
  • Act as an operational expert, service assurance advisor, and provide inputs to Finance, Process, Product, Network and IT leads when required for large service delivery opportunities.

• Execute transformation strategy – Determine and deliver a tactical-level strategy to support the T22 transformation ambition – this strategy spans process, people engagement, customer management, commercial and partner operation.

To be successful in the role, you must have the following qualifications:

• Proven leadership experience in managing large Credit & Collections team
• Experience in managing BPO/Shared Services operations

If you're excited about the opportunity to be part of a team, committed to delivering amazing experiences for our customers – this could be the role for 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