Complex Customer Service Desk Specialist

3 weeks ago

Canberra, ACT, Australia Telstra Full time

Job Title: Complex Customer Service Desk Specialist

This is a permanent full-time position, based in Canberra or Sydney. This role requires the successful candidate to be onsite full time.

Please note that all candidates must be Australian citizens and hold at least a Negative Vetting Level 1 AGSVA security clearance to be considered. This role requires you to hold and maintain a NV1 AGSVA security clearance.

About the Role
  • As a Complex Customer Service Desk 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.
Main Responsibilities
  • Respond promptly, courteously, and efficiently to customer phone inquiries.
  • Log and categorize customer interactions via phone, internet, email, or other authorized means, using a standard Service Management tool.
  • Identify and resolve first-level issues using standard work instructions; escalate complex issues to appropriate resolver groups.
  • Coordinate with other Telstra work areas and third-party suppliers to meet customer requirements effectively.
  • Maintain records for devices and SIM service numbers within the asset management system (TAMIT).
  • Provide clear, concise, and accurate advice to customers both orally and in writing.
  • Ensure compliance with Service Level Agreements and Telstra's Purpose and Values.
  • Handle all logistics work and manage the issuance and secure disposal of devices.
  • Collaborate effectively with internal and external colleagues, fostering professional working relationships.
  • Adhere to Health, Safety, and Environment (HSE) standards and demonstrate a commitment to safe and responsible behaviour.
Key Skills
  • Adapt quickly to new processes and procedures, demonstrating initiative and tolerance for uncertainty.
  • Exceed customer expectations by understanding their needs and taking accountability for resolving service issues.
  • Complete tasks on time and to the expected standard, aligning with enterprise values and standards.
  • Identify, diagnose, and resolve product and service issues using systematic approaches and focused experimentation.
  • Analyze problems from various perspectives and develop effective solutions.
  • Commit to health, safety, and environmental responsibilities, minimizing risks wherever possible.
  • Be proficient in Microsoft Office, ITIL, and Client Relationship Management tools, with knowledge of DSMS, TAMIT, MICA, and other Telstra systems.
Requirements
  • Experience in a Customer Service or Service Desk role.
  • Relevant ICT qualification or certification.
  • ITIL certification or basic understanding of ITIL.
  • Negative Vetting Level 1 Security Clearance.

We are looking for individuals who possess excellent communication and interpersonal skills, who are able to work well under pressure, and who have a strong commitment to delivering exceptional customer experiences.

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