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Customer Service-Consultant
Permanent Full Time
INTERNATIONAL: Manila
Permanent Full Time
INTERNATIONAL: Manila
28 February 2019
Closing in: 7 days time
Opened 14 January 2019
Service general queries and requests of Telstra Small Business customers calling through the helpline, by providing technical guidance or initiating appropriate administrative procedures, so as to achieve resolution of problems and attain a high level...

Customer Service-Consultant

  • Job Number: 10076122-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Manila
  • Opening date: 14/01/2019 04:00 PM AEST
  • Closing date: 28/02/2019 03:55 PM AEST
  • Applications close in: 7 days time

ACCOUNTABILITIES

 

Key Result Areas

 

Major Activities

1.      Address general enquiries of Telstra Small Business customers relating to their fixed line, internet and mobile concerns, adequately with up to date and accurate information.

  • 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
  • Analyse queries submitted via email and perform preliminary investigation before initiating an outbound voice interaction with the customer.
  • Navigate through multiple systems to source for relevant information to provide informative advice to customer. 
  • Make recommendations using product/plan knowledge and available information to educate and assist customers on billing and activation related concerns.
  • Evaluate the complexity of queries/complaints guided by the Complaint Management Process, and escalate call to appropriate channels where own limits of authority or technical expertise are exceeded. Ensure appropriate handover to person receiving the escalation.

 

2.      Execute simple procedures to resolve customer concerns/disputes at the first call to prevent the occurrence of a second call.

  • 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.
  • If solution is not readily available, consult available informational resources to (Know-How, Telstra.com and Siebel) determine best alternative solution to process the enquiry.

 

3.      Recommend appropriate Telstra plans/ products to better serve customer needs.

  • Conduct simple analysis of customer billing patterns and requirements/criteria set by the customers.
  • Identify unique customer needs based on demographic profile and transaction history.
  • Proactively identify and recommend suitable plans/ products via Siebel which best meet the needs of customer and process a lead refer after determining sales eligibility.

 

4.      Perform other standard non-call activities to increase the overall work efficiency and customer service satisfaction.

  • Prepare and document accurate and relevant information of reports and correspondence made during the call.
  • Track changes on service rendered/work done and maintain proper records of the customer data file accordingly.
  • Document and share best practices of calls with unique specifications and resolutions with the rest of the team.
  • Contribute ideas on different methods of resolution to better serve the customer and improve productivity.

 

Qualification & Experience

 

  • 2nd year of undergraduate experience
  • Call centre experience necessary
  • Clear understanding of Telstra’s range of fixed line, internet and mobile products.
  • Effective use of Telstra IT systems (Siebel/Legacy)
  • Ability to communicate effectively in English

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 our Telstra Careers Website: tel.st/allrolesflex

Apply Now
  • Job Number: 10076122-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Manila
  • Opening date: 14/01/2019 04:00 PM AEST
  • Closing date: 28/02/2019 03:55 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.
Customer Service and Support Team Leader - Contact Centre
Permanent Full Time
INTERNATIONAL: Manila
Permanent Full Time
INTERNATIONAL: Manila
28 February 2019
Closing in: 7 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 - Contact Centre

  • Job Number: 10075611-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Manila
  • Opening date: 06/12/2018 04:00 PM AEST
  • Closing date: 28/02/2019 03:55 PM AEST
  • Applications close in: 7 days time

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 your career.

Be part of something amazing
We're looking for dynamic, customer focussed individuals who can join us as we build our brand new Contact Centre in Manila. This new centre will be delivering a truly premium, customer-first experience for our highest value consumer customers.

Reporting into the Assistant Centre Manager, you'll lead the overall performance of a pioneer team of customer services consultants. As Team Leader, you'll be responsible for mentoring and performance feedback, ensuring the successful resolution of all customer queries or disputes, to lead us to a high level of customer satisfaction.

Key accountabilities
• Monitor team performance to ensure team and individual metrics are consistently achieved.
• Manage the scheduling of agent/CET for effective resourcing of the team.
• Observe and identify top performers within the team, for potential to develop into more senior responsibilities, and provide support for career progression.
• Conduct weekly one-on-one sessions with agent/CET to track development progress and assurance checks that information provided our customers is consistent and accurate.
• Provide performance feedback to consultants on their metrics, to develop action plans to close any performance gaps.

• Provide guidance to consultants who require in-call assistance.
• Build constant interaction to provide immediate resolution and corrective actions during and directly after calls to prevent knowledge gaps.
• 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.

In this role, you will have opportunities to expand your capability through a range of development experiences, cross-company working groups, stretch projects and various programs that will help you grow your career with us.

A bit about you
As we're in the stages of building our new centre, we'll be looking to you to be “in-the-detail” to build and develop new ways of working, and establish new standards and processes to deliver amazing experiences to our customers.

You will embrace an agile mindset – being willing to start small and think big, and push the boundaries to set a new standard for service from Telstra.

You'll have at least 3 years of experience working in a supervisory role as a manager/assistant manager in a dynamic, call-centre environment.

Experience in leading and implementing Change Management processes in a high volume and fast paced environment, as well as knowledge of the telecommunications industry would be an additional benefit.

Interested? Apply now.
Are you excited about the opportunity to help us create something new? Are you passionate about amazing customer experiences – and coaching a team to excel? If so, this is just 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

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: 28/02/2019 03:55 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.
Customer Service Representative
Permanent Full Time
INTERNATIONAL: Manila
Permanent Full Time
INTERNATIONAL: Manila
30 April 2019
Closing in: 68 days time
Opened 06 December 2018
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. We never lose...

Customer Service Representative

  • Job Number: 10075612-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Manila
  • Opening date: 06/12/2018 04:00 PM AEST
  • Closing date: 30/04/2019 03:55 PM AEST
  • Applications close in: 68 days time

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.

We never lose sight of one fact: maintaining world-class sales and service is crucial to our success. That’s a philosophy you’ll share, whether your customers are consumers, business, enterprise or government. We’re focused on turning product and technological innovations into solutions that have an incredible impact on our customers and clients.

As a Customer Service Representative, you'll:

  • Identify customer needs through standard questioning techniques, product usage analysis and provide product/service information to enable the customer to make an appropriate decision.
  • Determine status of request and assist in the delivery of product/service through liaison with the appropriate area.
  • Deliver an excellent level of conversation with customer. Process customer requests (sales, provisioning, activations, faults, or billing)
  • Check and maintain customer information in accordance with contracts and prescribed instructions.
  • Meet prescribed customer service standards and performance objectives


To be successful in the role, you'll need to have:

  • 1 year experience in Customer Service (BPO or other industry)
  • At least 2 years college education or eqivalent
  • Highly skilled in verbal and written communication in order to interpret, analyze, and problem solve customer needs
  • Quick to adapt in changing business needs and process


A job at Telstra is like no other you've had. You'll be challenged, you’ll be inspired and you'll be proud. Because whatever your job is here, you'll always be part of something bigger.


Interested? Apply Now!

If you're excited about the opportunity to be part of 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

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: 30/04/2019 03:55 PM AEST
  • Applications close in: 68 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.
Technical Consultant
Permanent Full Time
INTERNATIONAL: Manila or INTERNATIONAL: Kuala Lumpur
Permanent Full Time
INTERNATIONAL: Manila or INTERNATIONAL: Kuala Lumpur
28 February 2019
Closing in: 7 days time
Opened 06 December 2018
At Telstra, the customer is at the heart of everything we do. That is why we make sure that we provide a seamless customer experience to our customers all over the world. Our aim is to connect everything to everyone, which is why constantly looking for...

Technical Consultant

  • Job Number: 10075061-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Manila or INTERNATIONAL: Kuala Lumpur
  • Opening date: 06/12/2018 07:00 AM AEST
  • Closing date: 28/02/2019 03:55 PM AEST
  • Applications close in: 7 days time

At Telstra, the customer is at the heart of everything we do. That is why we make sure that we provide a seamless customer experience to our customers all over the world.

Our aim is to connect everything to everyone, which is why constantly looking for new growth opportunities and emerging technologies to improve the way we deliver services.

In order to be the best at what we do, we are always looking for top talents who can be part of our team – people who are passionate to deliver exceptional customer service. Think you’ve got what it takes to handle this challenging yet exciting role? Then, apply now!
 
We are looking for Technical Consultant to assist in the delivery of advanced technical services, solutions and support to the networks, infrastructure, applications, products and services supplied and operated by Telstra.

Key Responsibilities:

  • Day to day running incident management with consistency, improve customer advocacy, efficiency of the overall 24x7 shift operations.
  • Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied and operated by Telstra
  • Under the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elements
  • Work within a defined set of relevant product / network procedures, standards and practices
  • Deliver  outcomes by implementing a course of action identified from a general range of solutions
  • Assist in providing technical support in the investigation and rectification of complex incidents
  • Regular updates to customers with good English and email communications to narrate the faults into simpler language.
  • Required to work shifts, 24x7 Operations.

Qualifications:

  • Excellent problems solving of moderate complexity and good knowledge on the OSI 7 Layers.
  • Maintaining stakeholder relationships and some experience in a specialist field of IP, Transmission, Cloud, Security etc.
  • Experience of first line maintenance and alarm monitoring for network devices such as Cisco, Juniper and Foundry devices.
  • Good Hands On Experience of technologies and protocols such as Ethernet, MPLS, ADSL, SDH, VoIP and layer 3 protocols such as TCP/IP, BGP, OSPF.
  • Good understanding of incident and jeopardy management to work with relevant teams during Major outages for restoration and provide updates to customers appropriately and regularly.

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: 10075061-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Manila or INTERNATIONAL: Kuala Lumpur
  • Opening date: 06/12/2018 07:00 AM AEST
  • Closing date: 28/02/2019 03:55 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.
Pricing Specialist (SAS Business Analyst)
Permanent Full Time
INTERNATIONAL: Manila
Permanent Full Time
INTERNATIONAL: Manila
21 February 2019
Closing in: 0 days time
Opened 08 October 2018
The Business Analyst will primarily support the maintenance, improvement, and development of pricing data marts that are mainly used for operational reporting and deal analytics within the Enterprise Pricing team (includes mining and integrating data...

Pricing Specialist (SAS Business Analyst)

  • Job Number: 10072375-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Manila
  • Opening date: 08/10/2018 04:00 PM AEST
  • Closing date: 21/02/2019 03:55 PM AEST
  • Applications close in: 0 days time

ABOUT THE ROLE

The Business Analyst will primarily support the maintenance, improvement, and development of pricing data marts that are mainly used for operational reporting and deal analytics within the Enterprise Pricing team (includes mining and integrating data from multiple sources, i.e. Oracle, Teradata, and SQL server).

As a secondary responsibility, you will also be required to turn customer data into customer knowledge. Given we are a customer centric business, you will possess the ability to extract and manipulate data to ensure our pricing strategies are based on informed decisions. You are expected to take data and manipulate this into learning’s from the past, and help the team to develop the outputs into plans for future action.  You will provide recommendations on how to optimise price setting and adjust pricing strategies.

The key outcomes of the role are:

  • Efficient data integration solutions
  • Well-structured, accurate and timely reporting
  • Synthesis of complex data into clearly communicated insights and/or recommendations
  • Genuine, collaborative relationships with key stakeholders

 

KEY ACCOUNTABILITIES

Keep the focus on top priorities and execute with urgency

  • Manipulate and analyse large amounts of pricing data in SAS, SAS DI, Access and Excel.
  • Report on key metrics and performance with high levels of autonomy
  • Provide new reporting to stakeholders as requested
  • Contribute to the identification, investigation and rectification of data quality issues
  • Recommend improvements to existing business processes, systems and methodologies with regards to data extraction and analysis
  • Provide analytical support to the Team Lead & Principal of Pricing and stakeholders by identifying pricing options and assessing price settings and delegations.
  • Support evidence based decision making through use of statistically robust methods of data analysis; for e.g. clustering, profiling, prediction modelling.
  • Source, analyse, interpret and disseminate information relevant to the teams business requirements

Provide insights on various aspects within the pricing team

 

CORE CAPABILITIES / TECH. SKILLS

Core Capabilities / Technical Skills

Technical Descriptors

Technical

·           Proficiency with business intelligence tools and languages including: SQL (particularly Teradata SQL), SAS, SAS DI, Microsoft Office applications and others.

·          Proficiency with data integration tools (preferably SAS DI)

·          Proficiency with relational/non-relational data manipulation:

o   Conversant in relational databases and SQL,

o   Have the ability to query/manipulate multivariate data sets and perform statistical analysis,

o   Good understanding of design and architecture principles. Ability to develop/program databases.

·           Experience with finding insights from large volumes of data:

o   Strong knowledge of statistical/econometric models/analysis, advanced predictive modelling and machine learning techniques,

o   Experience with Modelling and simulation, Data Mining, Performance Analysis, and Reporting using numerous methods and tools.

o    Articulating insights: Drives conversations on the so what of the data analysis

Analysis and Pricing Development

·         Undertake analysis to support the development of pricing constructs which comply with regulatory and commercial frameworks and are aligned to business objectives

·         Provide analytical support creation and optimisation pricing constructs, strategies and frameworks which enable the business to deliver targeted value propositions

·         Assess pricing proposals for alignment to the expected high standards for customer experience to support NPS objectives

Marketing Fundamentals

 

 

 

·         Understand the marketing mix and its key components (product, price, promotion, distribution, service) and in particular, the role price plays in that mix

·         Understand the concepts of customer value, segmentation, targeting and positioning and how they interrelate

·         Be familiar with different methods of market research and their purpose, particular in a pricing context 

Interpersonal skills

·           Strong interpersonal, problem solving and multi-tasking skills

·           Proven ability to work successfully as part of a larger, cross-functional team

·           Ability to develop independent ideas or thoughts without significant guidance or oversight.

·           Ability to work both independently and within a team environment

·           Ability to scale the quality & quantity of output to the length of a time available for a task

·           Ability to communicate both in writing and verbally complex quantitative analysis in a clear, precise, and actionable manner

·           Ability to remain composed and show resilience when working under tight time pressures

·           Takes personal responsibility to manage time to achieve priorities and is proactive about managing expectations

·           Seek solutions before communicating problems

 

QUALIFICATIONS / EXPERIENCES

  • Bachelor’s/Master’s degree (Statistics, Economics, Business, Finance, Engineering).
  • 5+ years’ relevant experience / in similar roles in Medium or Large Enterprise.
  • Knowledge of pricing fundamentals and the creation of value propositions
  • SQL / SAS experience is essential. Advanced SQL / SAS use, ability to write code in SQL / SAS and manipulate existing code to ensure the end outcome of the analysis is achieved, would be necessary.
  • SAS DI experience preferred, with an aptitude and willingness to learn if no experience possessed
  • Experience with analysing large datasets from multiple data sources and triangulating findings with market research and other sources to deliver actionable insights is desirable.
  • Firm grasp of statistics
  • Data analytics experience is required.
  • Effective oral/written communication skills
  • Engaging and influencing stakeholders

 

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: 10072375-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Manila
  • Opening date: 08/10/2018 04:00 PM AEST
  • Closing date: 21/02/2019 03:55 PM AEST
  • Applications close in: 0 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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