Customer Service and Support Team Leader

About Us:

At Telstra, we have a clear purpose: to build a connected future so everyone can thrive. We believe it’s our people who give purpose to our technology. So, we are committed to staying close to our customers and providing them the best experience and delivering the best technology.

This is where YOU come in. Based in our Innovation and Capability Centre at the Embassy Tech Village, you’ll play your part in helping our customers connect: faster, better and smarter.

Here, you can join a community of people who are encouraged to bring their whole selves to work. We don’t want you to join just to “fit in”, we’re looking for individuals and differences that can help us stand out. Here with us, you can thrive, your way.

Why Telstra?

Telstra is a well-known Australian company that has been around for over 100 years. We are the leading telecommunications and technology company in Australia and have been operating internationally for over 70 years. We have a strong presence in over 20 countries. In India, we have offices in Bangalore, Mumbai, and Delhi, as well as an Innovation and Capability Centre in Bangalore. We are focused on using innovation, automation, and technology to solve major technological challenges in areas such as IoT, 5G, AI, and machine learning. Joining Telstra gives you the chance to make a difference in the lives of millions of people and have a rewarding career with flexibility.

Responsibilities:

You'll bring the purpose of your role to life by delivering against the following responsibilities via real-time chat, asynchronous messaging and phone calls:

• Lead a team who provides all types of customer support (sales, faults, simplex complaints and service) where applicable across all retail customers, across all channels.
• Coach and develop team members to successfully deliver digital service channel responses that accurately and efficiently process customer requests and inquiries (sales, provisioning, activations, faults, or billing) in alignment with guidance tools, scripts, service standards and targets.
• Resolve escalated customer issues and complaints through the application of known solutions, standard procedures and delegations
• Collaborate with stakeholders to remove roadblocks and use your knowledge of Telstra processes to effectively handover customer enquiries/issues to the appropriate area when necessary.
• Build strong, trusting relationships within the team to enable a high performing team culture aligned to living our values.
• Provide clarity on performance, behavioural goals and expectations to your team to ensure that they can deliver against customer experience, volume and quality targets.
• Actively maintain a talent pipeline for the chapter to ensure that workforce strategy objectives are achieved.
• Manage resource allocation in collaboration with scheduling area, including recruitment and/or selection, to ensure capability required is available to meet customer commitments and other work requirements
• Actively coach team to promote and sell Telstra products/services as a-part of recommending alternative products or services to resolve an issue or in alignment with agreed cross selling and upselling processes and targets.
• Lead the team to meet prescribed customer service messaging standards and performance objectives by them following documented processes captured in work instructions/forums to solve the issue.
• Ensure customer information is maintained to required standards and all system-generated reports are actioned as required
• Work effectively across diverse cultures by demonstrating awareness and adapting flexibly across interactions with our culturally diverse team members and customers.
• Provide clarity to team members on current and future capability requirements to enable them to own and drive their development so they can continually grow and add value in different ways.
• Use timely feedback conversations to inspire team member performance and the achievement of challenging goals
• Provide regular data driven input into business plan, goals and measures to improve efficiency, effectiveness and customer satisfaction.
• Identify opportunities to innovate and create new business operations practices/approaches to improve efficiency and effectiveness.

You’re available to support our customers 24/7, so you will need to be able to work on a rotating roster including scheduled days off.

The role will be 100% work from office with some capability to work from home considered in the future.

Skills:

• 5+ years of Experience in Leading Teams
• Active Listening
• Analytical Thinking
• Business Writing
• Coaching
• Collaboration
• Creativity
• Detail-Oriented
• Develop planning
• Mentorship
• Negotiation
• Performance Management (PM)
• Problem Solving
• Process Improvement
• Resource Planning
• Team Development

What can we offer you?

At Telstra, you can thrive, your way. We foster new ideas, we embrace different ways of working and thinking, and we believe an inclusive and diverse team will lead us to innovate for the future.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit our Telstra Careers Website: http://tel.st/allrolesflex