Enhanced Care Officer

Employment Type Permanent
Closing Date 14 Feb 2024 11:59pm
Job Title Enhanced Care Officer
Job Summary As a Complex Customer Service Specialist, you use your great customer skills combined with your product and process knowledge to positively impact our customers’ experience. You directly contribute to the retention and growth of customers by being a key interface within Telstra to ensure effective service delivery and issue resolution for customers.
Job Description
Who We Are
Connect with Telstra. We’re all about helping our customers connect faster, better and smarter. And that’s where you come in, to help us realise our purpose to build a connected future so everyone can thrive.
Focus of the Role
Join our awesome Customer Experience team in Melbourne. You will work alongside a diverse range of individuals who really care about our customers. You will provide exceptional service through different channels, including phone and chat, with a high level of empathy, attention to detail, and problem-solving skills to provide the best solutions for our customers.
What We Offer
Flex appeal: choose where, when and how you work
Performance-related pay
Access to thousands of learning programs so you can level-up
Global presence across 22 countries; opportunities to work where we do business.
Purchased annual leave scheme
Additional Telstra day off
Additional 30% off Telstra products and services
Toolkit provided (laptop + mobile phone + plan paid for)
What You’ll Do
Telstra Consumer - Belong is a Carbon neutral Telco company, empowering Aussies with inclusive, effortless digital experiences.
We are looking for a full-time Customer Experience Specialist to join our Belong team in Melbourne. This is a permanent full-time position with shiftwork involved. Initially, you will be required to attend our Melbourne office for training, followed by a hybrid arrangement where you will work from home and attend our Melbourne office one day a week.
Your new dynamic and supportive team pride themselves on their positive and friendly work environment. You will be supported both professionally and personally. We also have some fun events throughout the year, including an end-of-year party and shared lunches, where you can get to know your colleagues better and celebrate your hard work together!
Your new role will involve:

• Handling a high volume of inbound and outbound calls
• Providing remedial financial solutions to assist customers
• Ensuring compliance and risk assessment
• Identifying hardship/vulnerable customers
• Using problem-solving and empathy skills to resolve issues

• Excellent career progression opportunities
• A hybrid working environment after the initial training period

About YouWhat you’ll need to succeed:

• Preferable experience in Collections/Recoveries/Claims is desirable.
• Excellent problem-solving skills with empathetic communication
• Passionate about making a difference and helping customers

If you want to be surrounded by top talent at a company that gives back to the community, apply now!
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.