Customer Sales and Service Specialist

4 weeks ago

Darwin City, Australia Telstra Full time

Employment Type

Casual

Closing Date

6 May 2024 11:59pm

Job Title

Customer Sales and Service Specialist

Job Summary

Job Description

At Telstra, we believe the more connected people are, the more opportunities they have. That's why our purpose is central to everything we do - to build a connected future so everyone can thrive.

That’s a philosophy you’ll share with our customers. We’re focused on turning product and technological innovations into solutions that have an incredible impact to millions.

In our Consumer & Small Business (C&SB) team, we meet the needs of all consumers and small businesses and grow value by delivering digitally-led propositions and outstanding customer journeys, leveraging our insight into customer needs and our superior sales and service capabilities.

Here’s what you can expect from us

  • Flexible working. We value flexible working arrangements and strive to provide them whenever possible. However, we recognize that certain roles and employment contracts may not allow for such arrangements.

  • 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 competitive incentive programs.

  • Parental Leave. A gender-equal policy for all parent/s 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 skills 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.

The role with us

Provide high quality and specialised customer service in a contact centre 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.

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.

Your capabilities & 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

High Desirable:

  • Previous experience in a sales and service environment

  • Contact centre or Retail experience

  • Telemarketing

  • Administration experience

  • Maintaining stakeholder relationships

Not only will you be rewarded with a competitive salary package, but there are a range of lifestyle products and services that you can access, including options to purchase additional leave, volunteer leave and the list goes on. And, in case you hadn't heard, we champion flexibility and flexible working in all our roles.

We’re committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender and linguistic backgrounds and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate.

To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit tel.st/thrive.

Sounds like you? Come join us

If you can help us add a positive impact to every Telstra customer’s experience, enjoy collaborating with different people and can handle challenges in any form, we want to hear from you

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’re committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, neuro-capabilities, cultural and linguistic backgrounds, and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate. To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process.

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