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Form of workGood things start here
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.
Here's what you can expect from us
- There when life happens. From Gender Affirmation Leave to Telstra's Additional Leave Day, we give you time to spend away from work when you need it most.
- Pay for performance. We recognise outstanding contributions through our competitive incentive programs.
- Parental Leave. A gender-equal policy for all parent/s so you can choose how and when you take your leave (16 weeks full pay or 32 weeks half pay). Receive superannuation contributions on paid and unpaid parental leave.
- Unlimited learning. Level up your skills with access to 17,000 learning programs. Learn 'on the job' and achieve university credits towards degrees and Masters programs.
- Global presence. With a global presence across 22 countries, there are many opportunities to work where we do business.
- Extra perks. Receive 30% off Telstra products and Services, plus unlock exclusive discounts from over 240 brands and partners.
Make a difference
As part of Consumer & Small Business - Australian Contact Centre Team, your mission will be to uncomplicate the complicated so our customers can focus on the more important things in life. Grow value by delivering digitally-led propositions and outstanding customer journeys.
What you'll do
- You'll be engaging with Telstra's vulnerable customers through call, as part of our Enhanced Care Voice Team
- Engage with customers with interest and empathy, communicating effectively to identify their needs and resolve any concerns in a seamless customer experience, including the appropriate handling of customers in vulnerable circumstances.
- Apply knowledge of Telstra's products and Services to confidently solve problems and create value for our customers through personalised solutions.
- Assist customers with billing, product, payment, and faults enquiries.
- De-escalation of customer complaints, working towards appropriate resolutions to customer requirements, in adherence with Telstra's standards.
- Demonstrate cultural awareness, adapting across interactions with culturally diverse team and customers.
- Take ownership of customer issues and effectively manage end to end delivery of Telstra's products and Services within designated timeframes.
- Champion the adoption of agile principles within the team for continuous customer experience improvement.
- For training and embedding you may be required to attend the office
What you need to succeed
- Strong conversational skills, including active listening, empathy, respect and humour.
- Experience in: Customer service, contact centre or retail store, or telemarketing administration.
- Beneficial but not compulsory would be experience in dealing with vulnerable people - disability support, counselling etc. .
- Problem solving skills.
- Stakeholder/customer relationship experience.
- Knowledge of MS suite of systems, general PC navigation, peripherals setup etc.
- For the training and embedding period you will be required to be in the office until you are comfortable in your role without specialised support.
- A strong internet connection and dedicated workspace at home once you are trained to perform the role at home.
- Be located close to one of our 9 Telstra sites - Brisbane, Melbourne, Sydney, Perth, Adelaide, Newcastle NSW, Hobart, Townsville or Maryborough (distance of approximately one hour).
- Amenable to work Monday to Friday 8am to 8pm on a rotational roster.
- Potential shift during weekend 8am to 5pm.
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!
What are the next steps?
If you're looking for the platform to evolve and develop your career, we want to hear from you! Once your application is submitted, please keep an eye out for an email invitation to complete our HireVue video assessment. Please have this completed within 24-48 hours.
We're committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, neuro-capabilities, cultural and linguistic backgrounds, and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate. To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process.
