Service Delivery Consultant

Location: Melbourne CBD - work from home 2 days per week.

Telstra Business Technology Centre – Melbourne City is growing, and we want you to grow with us. Based in the iconic Rialto in the heart of the Melbourne CBD, we have the biggest customer portfolio across the SMB Channel. Our team is thriving and as we continue to grow, we are excited to offer YOU a role to build your career.

We work with small to mid-size businesses to manage ICT and digital transformation. Some of our partners and vendors include Microsoft, Cisco, Telstra, Samsung and Check Point. 

Our culture is made up of our behaviours and values which define the way we work together and service our customers. We are passionate about living and breathing our 4 Core Values which are at the heart of what we do:

• Go Further
• Thrive Together
• Move with Velocity
• Have Fun

About the role

Location: Melbourne CBD – Flexible hybrid working. Three days working in the office, two days working from home. 

Due to continued growth, we are looking for a Service Delivery Consultant to join the TBTC team. We want to hear from individuals who put customers at the heart of everything they do!

Are you a passionate and empathetic individual who thrives on delivering exceptional customer service? We are seeking a highly motivated and customer-centric individual to join our team as a Service Delivery Consultant at Telstra Business Technology Centre. In this role, you will be responsible for delivering exceptional customer service and ensuring customer satisfaction by addressing inquiries, resolving issues, and providing relevant information about Telstra's products and services. This is a dynamic and fast-paced environment that requires strong communication skills, problem-solving abilities, and a passion for delivering outstanding service. 

Key Accountabilities

• Respond to customer inquiries via phone, email, or chat in a timely and professional manner, ensuring a positive customer experience within SLA timeframe. 
• Assist customers with account management tasks, such as billing inquiries, service upgrades, and changes to account information. 
• Troubleshoot and resolve customer issues effectively, escalating complex problems to the appropriate teams when necessary. 
• Process customer orders, including service activations, plan changes, and equipment upgrades, ensuring accuracy and efficiency. 
• Proactively identify and recommend additional products or services that may benefit the customer based on their needs and preferences. 
• Maintain up-to-date knowledge of Telstra's product offerings, policies, and procedures to provide accurate and up-to-date information to customers.
• Collaborate with cross-functional teams, such as technical support, sales, and billing, to ensure seamless customer Service Delivery. 
• Follow established guidelines and procedures for customer interactions, ensuring compliance with company policies and regulatory requirements.
• Assist the Workplace SME and PM’s in delivery of mobility solutions. 

We are looking for:

• Enthusiastic, positive, resilient individual with a ‘can do’ approach and work ethic with the ability to work autonomously and collaboratively
• Passion for learning and using new technologies

Essential criteria:

• Full working rights in Australia 
• Previous customer service role or administrative role (minimum 1 year)
• Excellent communication skills, both verbal and written, with a strong ability to actively listen and empathize with customers
• Strong organisational skills and attention to detail to manage multiple tasks and prioritise work effectively. 
• Demonstrated capacity to consistently deliver a high level of service to all customers and maintain relationships 
• Strong problem-solving skills, with the ability to analyse customer issues, identify root causes, and propose effective solutions. 
• Proficiency in using computer systems, customer relationship management (CRM) software, and other relevant applications. 
• Adaptability and resilience to handle challenging customer interactions in a calm and professional manner. 

Highly Desirable Criteria / Personal Attributes

• Proven experience in a customer service role, preferably in the telecommunications industry or a similar administrative field. 
• Ability to adapt to change / pivot quickly without compromising on quality outcomes
• Previous experience with Telstra systems, services for sales & support requests and platforms – Helpdesk, MNC, CAT, CSSA, Mica, Console & Jarvis.  
• Knowledge of iOS, Android and Windows platforms, including relevant device enrolment programs 

Benefits and Perks

• Ongoing training and mentorship to enhance your skills and knowledge
• Wonderful inclusive and diverse team culture including monthly team events and Friday night drinks
• Work for and with the world’s leading tech brands
• Access to training and certification
• Central CBD location – at the prestigious, modern and iconic Rialto
• Career progression - various