[05/10/2025] Customer Service

Job Description

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 Telstra contact centre team. You use your excellent knowledge of Telstra's 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:

- Process customer requests accurately using scripts, guidance tools, and service standards.
- Deliver customer support across all channels for sales, faults, complaints, and service-related queries.
- Troubleshoot and resolve product/service issues via chat, SMS, email, and voice calls.
- Handle billing, account management, order modifications, and complaints using internal tools and content.
- Promote and sell Telstra products/services while ensuring proper handover of complex issues

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. We are looking for candidates who can join us by 20th October 2025.

To be successful in this role, you will have:

- 1-5 years of customer service experience with strong active listening, business writing, and negotiation skills
- Skilled in analytical thinking, problem solving, creativity, and process improvement
- Effective collaborator with attention to detail and adaptability across diverse teams
- Proficient in tools and systems including Salesforce.com, Siebel CRM, TAM, T-Analyst, Rifdi bill generator, Osca, Phoenix, MDUM, Mica, and Maxim
- Familiar with internal platforms like FlexCAB and capable of leveraging job aids and CRM data for issue resolution

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 Telstra Careers Website: http://tel.st/allrolesflex