At Telstra, we believe the more connected people are, the more opportunities they have. That's why our purpose is central to everything we do- to build a connected future so everyone can thrive.
That’s a philosophy you’ll share with our customers. We’re focused on turning product and technological innovations into solutions that have an incredible impact to millions.
Consumer & Small Business team
In our Consumer & Small Business (C&SB) 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 with us
Provide high quality and specialised customer service to Telstra’s Indigenous customers by responding to customer sales and/or service enquiries relating to a range of Telstra products and services, delivering solutions uniquely designed for each customer.
This role will deliver over the phone support in addition to face to face regional and remote customer and community visits as required.
Create a simple and brilliant customer experience across all our interactions in a multi-media environment and in face to face interactions on road trips to remote communities.
Demonstrates strong sense of ownership of issues/orders presented and to manage end to end delivery within designated timeframes.
Be naturally inquisitive and resilient with an ability to articulate, listen and communicate effectively identify customer needs along with providing customers with solutions to solve their concerns.
Be able to identify and effectively manage a customer complaint with the prescribed complaint handling guidelines to an agreed resolution with the customer.
Identify when a customer is in distress and take the appropriate intervention or escalation to ensure the recovery of their experience.
Your capabilities & experience
To be successful in the role, you'll..
Apply customer-centric approaches to resolve customer issues and improve the customer experience
Experience working with a geographically diverse range of Indigenous communities, including metropolitan, regional and remote communities.
A strong knowledge of Aboriginal & Torres Strait Islander culture and society and an understanding of historical and contemporary issues relating to Indigenous peoples
Experience and expertise in engaging effectively with Aboriginal & Torres Strait Islander peoples
Solving problems of moderate complexity
Ability to travel to remote communities for up to a week at a time.
Previous experience in a sales and service environment.
Contact centre or Retail store experience
Telemarketing complex administration experience.
Maintaining stakeholder relationships
Not only will you be rewarded with a competitive salary package, but there are a range of lifestyle products and services that you can access, including options to purchase additional leave, volunteer leave and the list goes on. And, in case you hadn't heard, we champion flexibility and flexible working in all our roles.
Sounds like you? Come join us!
If you can help us add a positive impact to every Telstra customer’s experience, enjoy collaborating with different people and can handle challenge in any form, we want to hear from you!