Customer Service Sme

Employment Type

Permanent

Closing Date

3 Nov 2024 11:59pm

Job Title

Customer Service SME

Job Summary

As a Customer Service SME you use your expertise across a range of products, services, systems and processes to deliver a great customer experience. You do this by directly working on complex issues and by supporting and building capability in other customer service team members.

Job Description

At Telstra, we have a clear purpose: to build a connected future so everyone can thrive. We believe it’s 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, by playing your part in helping our customers connect: faster, better and smarter.

Who we are?

Telstra is Australia's leading telecommunications and technology company with a rich heritage that’s been built over 100 years. From our humble beginnings in the Postmaster General’s Office to the global business we are today our people have been at the forefront of technology innovation. More recently, we have the largest

Internet of Things network

in Australia and are

leading the way in 5G.

And this is just the beginning of what we’re hoping to achieve together.

We offer a full range of services and compete in all telecommunications markets throughout Australia and are the most well-known brand in technology and communications industry.

We have operations in more than 20 countries including India where we’ve opened centres in Bangalore, Pune and Hyderabad. In India, we’ve set out to build a platform for innovative delivery and engagement that will strengthen our position as an industry leader. We’re combining innovation, automation and technology to solve the world’s latest technological challenges in areas such as Internet of Things (IoT), 5G, Artificial Intelligence (AI), Machine Learning, and more.

About the role:
As a Customer Service SME you use your expertise across a range of products, services, systems and processes to deliver a great customer experience. You do this by directly working on complex issues and by supporting and building capability in other customer service team members.

Key Responsibilities:

- Broad understanding of Telstra’s products, services, sales and support process/activities for Enterprise and Business customers
- Broad Understanding on CRM tool
- Salesforce to receive or create cases for Telstra Partners or Account Managers, and to maintain best case hygiene and management.
- Closing Onshore government/enterprise cases and opportunities in Salesforce Phoenix
- Performing key analysis on identifying the scope of customer requests and validating them in various Telstra systems.
- Raising feasibilities for Telstra’s IP and Ethernet Products and raising Address Feedback form if required.
- Assisting Telstra Customers & Partner AMC changes to action request such as Disconnection, enquiries, Fund management tasks, Account Updates, Reporting and Other service enquiries.
- Performing key analysis on identifying the scope of customer requests and validating them in various Telstra systems.
- Providing a technical interface to process any modification or cancellation of Telstra services and networks as per the Government or Enterprise customers’ request. Some of the requests includes services of IP and Data Network, Managed Data Network, Wide Area Bundle Networks, Mobile Backup, TIPT, SIP, PSTN, TBB on NBN; whereas the other modification services are of Bandwidth Upgrades or downgrades, Relocation of existing services, and Router shaping.
- Ensuring the accuracy and appropriateness of the solution design presented to customers. Post-sale, this role is required to provide first-hand assistance in the collection of customer’s technical information and the submission of information into Telstra’s systems.
- To assist the Account Executives or Managers and Telstra Partners in bridging the customer’s business requirements with Telstra’s data and strategic solutions capabilities and delivering complex data and strategic opportunities. This involves undertaking a defined set of post-sale activities and support requests within agreed SLA’s.
- Provide support to peers onshore and offshore on a need to do basis.
- 24x7 Shift Environment / On-Call support / Australia Business hours

Qualifications:
Essential:

- Minimum of 2 years of experience in the telecommunications industry.
- Experience in customer support or account management teams is advantageous.
- Familiarity with Telstra products, services, and systems is preferred.

**Required Skills**:
Technical skills:

- Must have work experience managing and supporting Enterprise grade customers & accounts
- Must have practical experience working on multiple CRMs

Behavioural skills:

- Ability to work & communicate with team and other co-workers across organizational units.
- Service oriented and customer fo