Social Media Customer Service Consultant

  • Job Number: JR-10021646
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Bengaluru or Karnataka
  • Opening date: 11/09/2020 12:00 AM AEST
  • Closing date: 30/10/2020 11:59 PM AEST
  • Applications close in: 32 days time

At Telstra, we have a clear purpose: to build a connected future so everyone can thrive. We believe it’s our people who give purpose to our technology. So, we are committed to staying close to our customers and providing them the best experience and delivering the best technology.

This is where YOU come in.  Based in our Innovation and Capability Centre at the Embassy TechVillage, you’ll play your part in helping our customers connect: faster, better and smarter.

Here, you can join a community of people who are encouraged to bring their whole selves to work. We don’t want you to join just to “fit in”, we’re looking for individuals and differences that can help us stand out. Here with us, you can thrive, your way. 

About the Role:

As a Social Media Customer Service Consultant, you’ll be providing customer service through social media channels like Facebook, Twitter, email, Instagram and maybe occasionally over the phone. You’ll be replying to questions and supporting customers with a range on enquiries from billing and general enquiries through to technical support for internet and mobiles services.

You’ll be an expert at spotting trends, writing fun replies and hustling to reply to customers fast. This role is mostly customer service focused but, ideally, you’ll be a creative at heart that’s keen to get involved in the social media content side of things from time-to-time as well. You’ll be a part of an international social media team with colleagues who look after things like content production and marketing, so there’s never a lack of things to learn within the customer service side or grow with some creative opportunities.

This role sits in Belong, which is a part of the Telstra family. Telstra is Australia's leading telecommunications and technology company with a rich heritage that’s been built over 100 years. We’re at the forefront of technology innovation, with the largest Internet of Things network in Australia and are leading the way in 5G. And this is just the beginning of what we’re hoping to achieve together. Belong, on the other hand, started in 2013 as a brand within Telstra with the purpose of giving Australians great value home internet and mobile plans.

Please note: Our customers need us around the clock, so this role works on a roster across seven days. The shifts will initially be between the hours of 7AM-8PM IST, although this is likely to change to more afternoon and evening shifts in 2021.

Key Responsibilities of the role:

  • Provide customer service on a range of topics like billing, general enquiries, technical support and activation issues
  • Understand and adhere to Belong’s processes, including our credit guidelines, complaint management and social media policies
  • Identify process improvements, critical issues or systemic issues that need changing for customers
  • Learn and strive to achieve your OKRs or KPIs
  • Live and breathe customer care, keeping the customer at the centre of everything

To be successful in this role, you will have:

  • 2-3 years of customer service experience (any type customers service experience is okay, it doesn’t have to be BPO or call centre)
  • 2-3 years technical support experience or keen interest and understanding of technology, mobile phones, apps, etc.
  • Excellent negotiation and resolution skills
  • Great communication skills, especially written
  • Working experience in Salesforce and or Zendesk is desirable
  • And, hopefully an interest in copywriting, creative, content and/or marketing

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. You’ll be part of an international social media team with colleagues who look after things like content production and marketing, so there’s never a lack of things to learn within the customer service side or grow with some creative opportunities.


Sounds like you?

A career with us will give you a platform to shape tomorrow through technology. For you, that means helping us to push the boundaries of what’s possible today, and in the future. It also gives you the opportunity to empower millions helping businesses grow, evolve and reach their potential.

At Telstra, you can thrive, your way. We foster new ideas, we embrace different ways of working and thinking, and we believe an inclusive and diverse team will lead us to innovate for the future.

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: http://tel.st/allrolesflex

If this role sounds like you, we’d love to hear from you. Apply now!

Apply Now
  • Job Number: JR-10021646
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Bengaluru or Karnataka
  • Opening date: 11/09/2020 12:00 AM AEST
  • Closing date: 30/10/2020 11:59 PM AEST
  • Applications close in: 32 days time