At Telstra, 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.
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.
The role of a Complex Complaints Resolution SME is to provide the highest level of quality and customer experience to Telstra customers through responding to escalated complaints across the whole range of Telstra products and services.
As a Complex Complaints Resolution SME, you will be responsible for:• Effective and timely resolution of complaints at productivity levels defined in the scorecard.• Ensure quality of resolution to ensure complaints are not escalated or reopened.• Ensure that TIO AI requests are actioned in a timely manner.• Contribute to the strategic and episode NPS targets.• Achieve customer service targets using standard company procedures.• Explore and resolve customer complaints that are identified in accordance with standard procedures.• Identify provisioning difficulties and facilitate proposed resolution with the customer in accordance with national procedures and action using core systems and processes.• Issue/activate work orders by the accurate entry of customer information into core Telstra system/s and by following established work instructions.• Escalate customer complaints requiring non-standard variations for approval.
To be successful in this role, you should have:• Extensive experience in complaint handling processes and systems.• Maintaining stakeholder relationships.• Solving problems of moderate complexity.• Extensive experience dealing with a range of moderately complex issues and participating in the design or developing solutions, or resolving issues.
JOIN US!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.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!