Customer Service 000 Operator

1 month ago

Adelaide, Australia Telstra Full time

Employment Type

Permanent

Closing Date

22 Aug 2024 11:59pm

Job Title

Customer Service 000 Operator

Job Summary

• efficiently connect all emergency calls to Police, Fire or Ambulance
• Provide a consistent and high-quality service standard to our customers, embedding a first time right culture
• Be able to commit to a rotational shift-based roster
• Manage your own work performance to meet set objectives
• Uses active listening to develop an understanding of the issue
• Follows documented processes captured in work instructions/forums to solve the issue
• Guides users through steps to resolve the issue
• Ensure every customer is treated with an empathetic approach
• Technical/ Navigation Skills
• Strong Customer Service Skillset
• Communication Skills
• Stakeholder Management Skills

Job Description

We are looking for energetic Call Centre Agents to join our Inbound Emergency Services Answer Point Contact Centre based in Adelaide. The role is a high volume, fast paced business which can be repetitive at times. Your role is to provide efficient and accurate connection of calls to the Emergency Police, Fire and Ambulance organisations as requested by the customer. All calls must provide a consistent and high level of quality service standard to our customer, embedding a First Time Right Culture. The role requires a high personal resilience mindset.

Adelaide call centre operates 24/7 and are rotational shift based to meet the business needs.

We're an iconic Australian Brand, with a proud past and an even more exciting future, as we transform to become a leading innovator in technology and telecommunication provider of the future - to help our customers, employees and the communities we work in to thrive in a connected world.

As a Customer Service Operator you will be reporting to the Customer Service and Support – Team Leader Emergency Services Adelaide.

Here’s what you can expect from us:

  • There when life happens. From Gender Affirmation Leave to Telstra’s Additional Leave Day, we give you time to spend away from work when you need it most.
  • Pay for performance. We recognise outstanding contributions through our generous incentive programs.
  • Parental Leave. A gender-equal policy for all parents so you can choose how and when you take your leave (16 weeks full pay or 32 weeks half pay). Receive superannuation contributions on paid and unpaid parental leave.
  • Unlimited learning. Level up your credentials with access to 17,000 learning programs. Learn ‘on the job’ and achieve university credits towards degrees and Masters programs.
  • Global presence. With a global presence across 22 countries, there are many opportunities to work where we do business.
  • Extra perks. Receive 30% off Telstra products and services, plus unlock exclusive discounts from over 240 brands and partners.

To be successful in this role, you will:

  • Efficiently connect all emergency calls to Police, Fire or Ambulance
  • Provide consistent and high quality service standard to our customers, embedding a First Time Right culture
  • Be able to commit to a 24/7 rotational shift based roster
  • Manage your own work performance to meet set objectives
  • Ensure every customer is treated with an empathetic approach
  • The Telstra Values, Cultural Priorities and Code of Conduct at all times

A bit about you

  • High volume Contact Centre Experience
  • Computer Literacy skills
  • High Resilience Level and the ability to cope well under pressure
  • Experience in working in a team based environment

A job at Telstra is like no other you've had. You'll be challenged, you’ll be inspired and you'll be proud. Because whatever your job is here, you'll always be part of something bigger.

What are the next steps?

If you’re looking for the platform to evolve and develop your career, we want to hear from you We’ll provide you with the training to be successful in this role, which will lead you to the opportunity to drive your own success and shape your ongoing career development within this exciting area of our business.

This role requires the successful candidate to be vaccinated against Covid-19, to ensure the safety and wellbeing of our people and customers. However, please speak to us if you have any questions about this based on your specific circumstances. The role is 100% working from the office there is no capacity to perform this role working from home.

Upon submitting your application within 3 hours you will receive a Video Interview and Assessment email from our partner, HireVue. We are unable to progress with your application without your completed HireVue Video Interview, so please complete this as soon as possible.

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