Who We Are

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.

Focus of the Role

We are looking for Part Time and Full Time Call Centre Agents to join our Inbound Emergency Services Answer Point Contact Centre based in Melbourne. The role is a high volume, fast paced business which can be repetitive at times. Your role is to provide efficient and accurate connection of calls to the Emergency Police, Fire and Ambulance organisations as requested by the customer. All calls must provide a consistent and high level of quality service standard to our customer, embedding a First Time Right Culture. The role requires a high personal resilience mindset.

To be successful in this role, you will:

• Efficiently connect all emergency calls to Police, Fire or Ambulance
• Provide consistent and high-quality service standard to our customers, embedding a First Time Right culture
• Be able to commit to a rotational shift-based roster – We are looking for afternoon and overnight agents
• Manage your own work performance to meet set objectives
• Uses active listening to develop an understanding of the issue
• Analyses various information sources (e.g. error messages, event logs) to discover the cause of the issue
• Follows documented processes captured in work instructions/forums to solve the issue
• Guides users through steps to resolve the issue
• Ensure every customer is treated with an empathetic approach
• The Telstra Values, Cultural Priorities and Code of Conduct at all times

A bit about you:

• High volume Contact Centre Experience
• Computer Literacy skills
• High Resilience Level and the ability to cope well under pressure
• Experience in working in a team-based environment

Here are some of the amazing employee benefits you can look forward to:

• Paid Annual Leave
• Paid Sick Leave entitlements
• Superannuation at an impressive rate of 12%
• Employee discount (30%) on Telstra services
• Rest Breaks every Hour

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.

What are the next steps?

If you’re looking for the platform to evolve and develop your career, we want to hear from you! We’ll provide you with the training to be successful in this role, which will lead you to the opportunity to drive your own success and shape your ongoing career development within this exciting area of our business.

_When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.

We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process._