Customer Service Consultant - Voice Process

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. About the Role As a Customer Service Consultant, you are a key member of the contact centre team. You use your excellent knowledge of products, services and processes to create a great customer service and support experience via our messaging, SMS, email and voice channels. You provide a high-quality cost-effective service to customers when dealing with non-technical product and billing enquiries, recording orders and provisioning related to a range of products and services 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: • Provide all type of customer support (sales, faults, simplex complaints and service), where applicable, across all retail customers, across all channels. • Accurately and efficiently process customer requests and inquiries (faults, simplex complaints and service) in alignment with guidance tools, scripts, service standards and targets. • Resolve customer issues by assisting customers to understand, use and troubleshoot issues relating to our products and services via messaging, SMS, email and voice calls as needed/required. • Resolve routine to complex customer enquiries involving billing, account management, sales/modify/move orders, simple fault management and complaints follow up using prescribed job aids found in My Knowledge, Messaging Predetermined content, CRM data and internal process flows. • Use your knowledge of processes to effectively handover customer enquiries/issues to the appropriate area when necessary. • Assess needs and promote and sell 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. • Meet prescribed customer service and messaging standards and performance objectives by following documented processes captured in work instructions/forums to solve the issue. • Work effectively across diverse cultures by demonstrating awareness and adapting flexibly across interactions with our culturally diverse team members and customers. 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. To be successful in this role, you will have: * 1-2 years of customer service experience. * Active Listening * Analytical Thinking * Business Writing * Collaboration * Creativity * Detail-Oriented * FlexCAB (Inactive) * Maxim * MDUM * Mica * Negotiation * Osca * Phoenix * Problem Solving * Process Improvement * Rifdi bill generator * Salesforce.com * Siebel CRM Systems * TAM * T-Analyst 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 Careers Website: http://tel.st/allrolesflex