As a Customer Sales and Service Specialist, you are passionate about providing exceptional service to Telstra’s customers. You achieve this by delivering solutions that are designed to meet the unique needs of each customer and providing rapid responses to sales or service enquiries. You leverage your extensive knowledge of Telstra’s products and services to deliver commercially effective solutions that enable the team to deliver on targets and objectives.
Job Description
Our MOB is growing and we are on the lookout for Customer Service Specialists to join our Townsville Call Centre Team.
The Role
As the First Nations Customer Sales and Service Specialist, you will join an Indigenous lead team that service our First Nations Customers, based in our in-office Townsville call centre.
You have a passion for supporting MOB and the community, demonstrated through providing high quality and specialised customer service over the phone to Telstra’s First Nations and remote customers. You will be tasked with responding to customer sales and/or service enquiries relating to a range of Telstra products and services, delivering solutions uniquely designed for each customer.
Please note that this role operates Monday – Friday that may require Over-time with Shift allowances provided.
Who We Are
We’re an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We’re all about providing the best experience and delivering the best tech on the best network.
This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.
What We Offer
- Additional Telstra day off & cultural leave
- Quarterly bonus scheme based on performance and behaviour
- Toolkit provided to you (laptop + mobile phone + plan paid for)
- 30% off Telstra products and services
- Access to thousands of learning programs so you can level-up
- Performance-related pay
- Global presence across 22 countries; opportunities to work where we do business.
- Purchased annual leave scheme
What You’ll Do
Telstra Consumer - Telstra Contact Centres provides customer support to Telstra’s customers across a range of channels.
Key responsibilities
- Create a easy and brilliant customer experience across all our interactions in a multi-media environment.
- Demonstrates strong sense of ownership of issues/orders presented and to manage end to end delivery within designated timeframes.
- Be naturally inquisitive and resilient with an ability to articulate, listen and communicate effectively identify customer needs along with providing customers with solutions to solve their concerns.
- Be able to identify and effectively manage a customer complaint with the prescribed complaint handling guidelines to an agreed resolution with the customer.
- Identify when a customer is in distress and take the appropriate intervention or escalation to ensure the recovery of their experience.
About You
To be successful in the role, you will have the following skills and experience:
- Experience working with a geographically diverse range of First Nations communities, including metropolitan, regional, and remote communities.
- A strong knowledge of Aboriginal & Torres Strait Islander culture and society and an understanding of historical and contemporary issues relating to First Nations people
- Experience and expertise in engaging effectively with Aboriginal & Torres Strait Islander’s
- Ability to apply customer-centric approaches to resolve customer issues and improve the customer experience
- Solving problems of moderate complexity
Highly Desirable:
- Previous experience in a sales and service environment
- Contact centre or Retail experience
- Telemarketing
- Administration experience
- Maintaining stakeholder relationships
Want to know more about our First Nations team at Telstra? Visit our first nations page for more information on support, community engagement and careers.
We’re amongst the top 2% of companies globally in the CDP Global Climate Change Index 2023, being awarded an ‘A’ rating. If you want to work for a company that cares about sustainability, we want to hear from you.
As part of your applicatio
📌 Customer Sales and Service Specialist (Townsville)
🏢 Telstra
📍 Townsville
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