Customer Service Consultant – Contact Centre

Telstra is Australia’s leading telecommunications and technology company. And, with a presence in more than 20 countries, we’re creating a global footprint – which for you, that means incredible work opportunities and experiences to develop and grow your career.

Be part of something amazing

We're looking for dynamic, customer focussed individuals to join us as we build a new Contact Centre team in Manila. At Telstra, you'll deliver premium, world-class experience to our highly-valued consumer customers.

As a part of a pioneer team, you will help us achieve high levels of Customer Advocacy. Reporting to a Team Leader, you will be expected to (1) demonstrate high levels of communication, to build connections with our customers and ensuring we understand what matters to them most, to resolve their enquiries the first time, (2) take accountability by initiating and following up on any administrative tasks to ensure we're achieving resolutions for our customers, (3) align with internal and external processes and Industry codes, and (4) to live and breathe our Telstra purpose and values.

The role with us

Because the customer is at the centre of everything we do, every initiative you deliver, every solution you create, and every conversation you have, has the ability to impact and help our customers.

You will respond to initial demands accordingly and handle emotional state appropriately by empathizing, asking meaningful probing and follow-up questions, to better understand customer issues.

Key accountabilities:

Be solutions focus

• Navigate through multiple systems to source information to provide relevant options to our customers
• Analyse and review customers account in our Telstra systems to help formulate your solutions, and anticipate their future needs based on patterns of usage, the services they have, and recommend suitable plans/products
• Evaluate the complexity of queries/complaints, guided by our Complaint Management Process, and raise customer issues through appropriate channels where limits of authority or technical expertise are exceeded
• Upon evaluating the complexity, if we need to hand off to other Telstra colleague, making sure handover is always through a warm voice transfer.

Action solutions accordingly and efficiently:

• Follow and apply appropriate procedures (e.g. Provision/Modification of connections and temporary internet connection, issuing of credits) to initiate response to customer requests/disputes.
• Prepare and document accurate and meaningful information of correspondence made during the call (e.g. note taking in relevant systems).
• Document and share any new methods or resolutions with unique specifications with the rest of the team to improve future customer experience and productivity.

A bit about you

Joining us, you'll be confident, with a natural enthusiasm for working with people. You'll also be knowledgeable and resourceful, as well as resilient to working in a dynamic, customer-facing environment.

We're open to all applicants with at least one (1) year of customer service experience, demonstrating your strong customer focus and service orientation.

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. You’ll value and benefit from working with a diverse team, in an organisation where differences are embraced and respected.

Interested? Apply Now.

If you're excited about the opportunity to be part of our Telstra family, and 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