Customer Sales and Service Specialist

Summary

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.

First Nations Statement

At Telstra, our vision for reconciliation is an inclusive Australia where Aboriginal and Torres Strait Islander peoples are connected and empowered to thrive. We honour the unique and enriching contributions of these communities and commit to harnessing the strength of our organisation to build digital futures with Aboriginal and Torres Strait Islander peoples, providing employment opportunities to lift economic participation, and creating a culturally inclusive and engaged organisation. Learn more about our RAP here.

First Nations - Targeted

We're committed to building a diverse, equitable and culturally safe environment where everyone can thrive. We welcome and encourage Aboriginal and Torres Strait Islander peoples to apply and recognise the rich cultural knowledge Aboriginal and Torres Strait Islander peoples bring to our culture and our ways of working. To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit this link: Diversity, Equity & Inclusion - Telstra

Focus of the Role

Provide high quality and specialized customer service in a contact center environment to Telstra's First Nations and remote customers by responding to customer sales and/or service enquiries relating to a range of Telstra products and services, delivering solutions uniquely designed for each customer.

This role is for First Nations Peoples and will be based in Darwin office on site with Monday to Friday 9am - 5pm schedule.

Key responsibilities

• Create a simple 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.

To be successful in the role, you will have the following skills and experience:

• Apply customer-centric approaches to resolve customer issues and improve the customer 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
• 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

If you enjoy collaborating with different people and delivering amazing experiences for the customer, we want to hear from you
We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.