Assurance Consultant

Employment Type

Closing Date

Job Title

Job Summary

Who We Are

Telstra is Australia’s leading telecommunications and technology company spanning over a century with a footprint in over 20+ countries. In India, we’re building a platform for innovative delivery and engagement that will strengthen our position as an industry leader. We’ve grown quickly since our inception in 2019, now with offices in Bangalore and Pune.

This is where YOU come in. Based in our Innovation and Capability Centre at the Embassy Tech Village, you’ll play your part in helping our customers connect: faster, better and smarter.

Here, you can join a community of people who are encouraged to bring their whole selves to work. We don’t want you to join just to “fit in”, we’re looking for individuals and differences that can help us stand out. Here with us, you can thrive, your way.

Focus of the Role

As an International Customer Service Consultant, you are a key member of the Telstra contact centre team. You use your excellent knowledge of Telstra’s products, services and processes to create a great customer service and support experience via our messaging, SMS, email and voice channels. You provide a high-quality cost-effective service to customers when dealing with non-technical product and billing enquiries, recording orders and provisioning related to a range of products and services

What We Offer

• Performance-related pay
• Access to thousands of learning programs so you can level-up
• Global presence across 22 countries; opportunities to work where we do business.
• Up to 26 weeks maternity leave provided to the birth mother with benefits for all child births
• Employees are entitled to 12 paid holidays per calendar year                      
• Eligible employees are entitled to 12 days of paid sick / casual leave per calendar year
• Receive insurance benefits such as medical, accidental and life insurances

What You’ll Do

You'll bring the purpose of your role to life by delivering against the following responsibilities via real-time chat, asynchronous messaging and phone calls:  

• Provide all type of customer support (sales, faults, simplex complaints and service), where applicable, across all retail customers, across all channels. 
• Accurately and efficiently process customer requests and inquiries (faults, simplex complaints and service) in alignment with guidance tools, scripts, service standards and targets. 
• Resolve customer issues by assisting customers to understand, use and troubleshoot issues relating to our products and services via messaging, SMS, email and voice calls as needed/required. 
• Resolve routine to complex customer enquiries involving billing, account management, sales/modify/move orders, simple fault management and complaints follow up using prescribed job aids found in My Knowledge, Messaging Predetermined content, CRM data and internal process flows. 
• Use your knowledge of Telstra processes to effectively handover customer enquiries/issues to the appropriate area when necessary. 
• Assess needs and promote and sell Telstra products/services as a-part of recommending alternative products or services to resolve an issue or in alignment with agreed cross selling and upselling processes and targets. 
• Meet prescribed customer service and messaging standards and performance objectives by following documented processes captured in work instructions/forums to solve the issue. 
• Work effectively across diverse cultures by demonstrating awareness and adapting flexibly across interactions with our culturally diverse team members and customers.  

You’re available to support our customers 24/7, so you will need to be able to work on a rotating roster including scheduled days off. 

The role will be 100% work from office with some capability to work from home considered in the future. 

About You

To be successful in this role, you will have:

• 1-3 years of customer service experience.
• Active Listening 
• Analytical Thinking 
• Business Writing 
• Collaboration 
• Creativity 
• Detail-Oriented  
• Negotiation 
• Osca 
• Phoenix 
• Problem Solving 
• Process Improvement 
• Rifdi bill generator 
• Salesforce.com 
• Siebel CRM Systems 
• TAM 
• T-Analyst

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 application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and disabilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive. 

As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.

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. Adjustment requests and accessibility support can be arranged using the contact details below.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information or the application form, and require this in an alternate format, please contact our Talent Acquisition team on DisabilityandAccessibility@team.telstra.com or via the additional contact options found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment