Address
Form of work Employment Type
Permanent
Closing Date
7 June 2023 11:59pm
Job Title
Customer Service Consultant
Job Summary
Job Description
An excellent opportunity has become available for a highly motivated and passionate Customer Service Consultant to join the Defence Customer Assurance Operations Team.
The opportunity:
The Customer Service Consultant will fulfil and resolve requests raised by Defence customers by answering all inbound calls, action all Incident, Service Request and Change tickets.
The Customer Service Consultant will be focused upon achieving excellent outcomes for the Department of Defence and have the customer at the centre of all decisions.
Please note all candidates must be Australian Citizens and hold a minimum of NV1 AGSVA security clearance to be considered. This role will require you to hold and maintain a Negative Vetting 1 (NV1) security 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
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
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:
Possess a good level of customer service skills
Great teamwork skills
Natural customer-centric approach
Hold a minimum of NV1 AGSVA security clearance
Highly desirable:
Hold a relevant ICT qualification or certificate
Experience operating basic office equipment including Unified Communications (UC)
Experience in providing first level IT Service Desk support
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!
This role requires the successful candidate to be vaccinated against Covid-19, to ensure the safety and wellbeing of our people and customers. However, please speak to us if you have any questions about this based on your individual circumstances.
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.
