Description : Customer Service Consultant. Company : Telstra. Location : Australia+1 location

Employment Type Permanent Closing Date 17 Mar 2023 11:59pm Job Title Customer Service Consultant Job Summary Job Description An excellent opportunity has become available for a highly motivated and passionate Customer Service Consultant to join the Government & Enterprise Team. The opportunity:
We are looking for someone who will be able to deliver high levels of customer service by taking ownership of customer enquiries and requests, managing incidents through to successful resolution and coordinating the end to end needs within Telstra to meet the customer’s requirements and contracted Service Levels. This role is onsite and will be based in Sydney, Melbourne or Canberra Please note all candidates must be Australian Citizens and hold a minimum of NV1 AGSVA security clearance to be considered. This role will require you to hold and maintain an Negative Vetting 1 (NV1) security clearance. Your key responsibilities and major tasks include, but are not limited to:

• Respond to all customer phone enquiries promptly, courteously and efficiently;
• Log and categorise interactions from customers via the phone, internet, email or authorised means using a standard Service Management tool and maintain records of all calls;

• Jeopardy Management: Coordinate incident resolution through to completion and monitor the status and progress toward resolution of all open incidents
• Identify the nature of fault enquiries through standard work instructions and if possible, provide first level resolution in response to identified issues;
• Escalate calls/requests to appropriate L2/3 resolver groups as required;
• Demonstrate initiative and make decisions using ingenuity or experience to overcome problems;
• Assist customers and be responsive to their needs;
• Co-ordinate with other Telstra work areas and 3rd party suppliers to ensure customer requirements are met in an efficient and effective manner;
• Provide the customer with timely oral and written advice that is clear, concise, accurate and complete;
• Respond to and resolve customer issues and have a basic understanding of the end to end Telstra processes for activation and assurance for the technology being supported;

Enough about us, let's talk about you. To hit the ground running we are looking for individuals who can confidently demonstrate the following:

• Hold a minimum of NV1 AGSVA security clearance
• Demonstrated experience in Customer Service
• Relevant ICT qualification or certification
• ITIL Certification
• Degree/Masters in Telecommunications Information technology, Computer Science/Engineering, Information Systems or similar field.

Our perks & benefits:

• Work-life integration - we understand life happens when you're busy making other plans, so we offer flexibility around where, and when you work.
• 16 weeks paid parental leave for primary and secondary carers.
• Professional development program.
• An epic (free) Telstra mobile phone plan.
• Laptop/Device allowance renewed every 2 years.
• Purchased Annual Leave scheme.
• Discounted Telstra products and services.

We fully embrace flexibility and choice at Telstra and it’s as unique as you. We believe every role can flex in some way and encourage you to work where, when, and how you are most engaged, safe, and productive. Talk to us about how a role could be flexible for you! 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 individual circumstances. On the cusp of the next technological transformation in the digital world, Telstra has and continues to be at the forefront of local and global innovation. Come disrupt and lead the industry as we build the networks for the future and push the boundaries of what’s possible with technology. We're after the right blend of experience and enthusiasm and look for cultural add, rather than cultural fit. We benefit from the unique gifts and backgrounds of each person in our business and push for diversity of thought in all we do.