Customer Service Consultant - Defence

  • Job Number: JR-10033845
  • Employment Type: Permanent Full Time
  • Location: ACT: Canberra
  • Opening date: 09/06/2021 12:00 AM AEST
  • Closing date: 22/06/2021 11:59 PM AEST
  • Applications close in: 5 days time

Who we are: 

As the leading telecommunications and information services company, we offer a full range of services and compete in all telecommunications markets throughout the country.

Adding to Telstra’s portfolio of Australian organisations, Defence has signed a $1.1 billion agreement with Telstra for the provision of telecommunications services. This agreement will enable Defence to transform its communications technology and it represents the largest customer undertaking in Telstra’s history. 

Telstra’s aim is to deliver technology that can become the backbone of Australian Defence and will support military operations for the next decade and beyond. We are seeking the most talented people to transform the Defence communication network and take it into another dimension. 

About the role:  

As the Customer Service Consultant - Defence, you will fulfil and resolve requests raised by Defence customers by answering all inbound calls, action all incidents, service requests and change tickets. You will be responsible for delivering high levels of customer service by taking ownership of customer enquiries and requests, managing incidents through to successful resolution and coordinating the end to end needs within Telstra to meet the customer’s requirements and contracted Service Levels.

Some of your responsibilities will include, but are not limited to: 

  • Respond to all customer phone enquiries promptly, courteously and efficiently;
  • Log and categorise interactions from customers via the phone, internet, email or authorised means using a standard Service Management tool and maintain records of all calls;
  • Jeopardy Management: Coordinate incident resolution through to completion and monitor the status and progress toward resolution of all open incidents
  • Identify the nature of fault enquiries through standard work instructions and if possible, provide first level resolution in response to identified issues;
  • Escalate calls/requests to appropriate L2/3 resolver groups as required;
  • Demonstrate initiative and make decisions using ingenuity or experience to overcome problems;
  • Assist customers and be responsive to their needs;
  • Actively keep customers informed of the progress of their request for service or support;
  • Re-prioritise and allocate tasks when required;
  • Understand and adhere to Service Level Agreements;
  • Work as a member of a team in which provides high quality service, are self-motivated, proactive, co-operative, driven, effective and maintain inter-personal relationships;

So, what are we looking for? 

The right person for this role will have proven experience in providing first level IT Service Desk support and hold a relevant ICT qualification or certification. You will thrive on working in a team and have a natural customer-centric approach and sense of urgency to deliver positive results.  

Please note: Candidates must be Australian Citizens and have current Baseline Level security clearance as a minimum to be considered, with the ability to obtain and Negative Vetting 2 clearance.

Apply Now
  • Job Number: JR-10033845
  • Employment Type: Permanent Full Time
  • Location: ACT: Canberra
  • Opening date: 09/06/2021 12:00 AM AEST
  • Closing date: 22/06/2021 11:59 PM AEST
  • Applications close in: 5 days time