Assurance Consultant

Overview

As an Assurance Consultant in Telstra's contact centre, you provide quality, cost-effective customer service by processing enquiries, provisioning orders and handling billing for a range of products and services, across messaging, SMS, email and voice channels.

What you'll do

• 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.

What you'll need

• 1-3 years of customer service experience.

Details

• Location: Bengaluru, Karnataka (Innovation and Capability Centre, Embassy Tech Village).
• Work mode: 100% work from office, with some capability to work from home considered in the future.
• Availability: Support customers 24/7 on a rotating roster, including scheduled days off.
• Employment type: Permanent.
• Background check required as part of the hiring process.