An excellent opportunity has become available for a highly motivated and passionate Customer Service Consultant to join the Defence Customer Assurance Operations Team.
As the Customer Service Consultant - Defence, you will fulfill 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.
Please note all 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.
Your key responsibilities and major tasks 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;
Enough about us, let's talk about you. To hit the ground running we are looking for individuals who can confidently demonstrate the following:
Hold a minimum of Baseline security clearance - required
Proven experience in providing first level IT Service Desk support
Hold a relevant ICT qualification or certificate
Great teamwork skills
Natural customer-centric approach
Ability to thrive in fast paced environment
Our perks & benefits:
Work-life integration - we understand life happens when you're busy making other plans, so we offer flexibility around where, and when you work.
16 weeks paid parental leave for primary and secondary carers.
Professional development program.
An epic (free) Telstra mobile phone plan.
Laptop/Device allowance renewed every 2 years.
Purchased Annual Leave scheme.
Discounted Telstra products and services.
We fully embrace flexibility and choice at Telstra and it’s as unique as you. We believe every role can flex in some way and encourage you to work where, when, and how you are most engaged, safe, and productive. Talk to us about how a role could be flexible for you!
On the cusp of the next technological transformation in the digital world, Telstra has and continues to be at the forefront of local and global innovation. Come disrupt and lead the industry as we build the networks for the future and push the boundaries of what’s possible with technology.
We're after the right blend of experience and enthusiasm and look for cultural add, rather than cultural fit. We benefit from the unique gifts and backgrounds of each person in our business and push for diversity of thought in all we do.