Customer Service Specialist

  • Job Number: 10079232-001
  • Employment Type: Permanent Full Time, Flexible
  • Location: VIC: Melbourne - CBD
  • Opening date: 16/05/2019 06:30 AM AEST
  • Closing date: 30/05/2019 01:55 PM AEST
  • Applications close in: 10 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.

About the role

This role is responsible for engaging with our customers who have written to Telstra Executive Directors or their local Member of Parliament, in a timely, efficient, professional and credible way.

Customer Advocacy is a key business priority for Telstra and this role is critical to re-building customer confidence and trust in Telstra for all complaints received by the Telstra Executive Directors and Members of Parliament.

  • Manage the end-to-end resolution of complaints received by Telstra Executive Directors and Members of Parliament
  • Achieve priority resolution for complaints under management through effective stakeholder management, escalation and communication practices
  • Be the face of Telstra with the customer, prioritising contact and negotiating a resolution based on input provided by the triage process
  • Keep the customer informed of progress on resolution activities, ensuring acceptance and awareness of planned outcomes
  • Re-establish customer advocacy through the timely, quality resolution of customer complaints in order to build trust, confidence and credibility in Telstra

About you

  • Proven ability to empathise with, and troubleshoot customer enquiries to  transform negative customer experiences into positive ones
  • Ability to identify business problems and translate them into solutions to improve the customer experience, productivity etc.
  • Team orientated with strong interpersonal skills
  • A passion for customer service
  • The drive to achieve and succeed in a challenging environment

As our customers are at the heart of everything we do, their happiness is our success, so you’ll need to go above and beyond to meet their needs. If this sounds like you, then click 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: 10079232-001
  • Employment Type: Permanent Full Time, Flexible
  • Location: VIC: Melbourne - CBD
  • Opening date: 16/05/2019 06:30 AM AEST
  • Closing date: 30/05/2019 01:55 PM AEST
  • Applications close in: 10 days time