The Telstra Customer Service (Digital) Team Member (TM) plays an integral role in executing TSA’s purpose.
The goal of the TM is to support migrating identified customers to email bill. The role includes management of migration concerns and basic account modification needs.
Telstra Customer Service (Digital) Team Member are brand ambassadors, with resilience to appropriately handle and manage mindset of customers to transition to digital.
You will also be required to :
Navigate through multiple systems and customers whilst maintaining customer engagement through Inbound Calls
Address concerns from existing customers
Work a rotating roster (Subjected to DST changes)
Work on-site and from home, whichever is applicable
Work towards achievable Customer Service targets and KPIs
Provide class leading customer experiences
Excellent communication skills
Must possess resilience to appropriately handle and change the mindset of customers to go digital
Must have the ability to follow appropriate process instructions
Must be goal oriented, driven and motivated to deliver results
Must have the ability to focus while multitasking
Must be analytical in finding solutions and pinpointing problems while also strategic in managing dead end scenarios & positively scripting news
Must have a positive mindset
Must be able to self-manage
Must be tech savvy
High school graduates must have at least 1 year BPO experience. College level applicants, BPO experience is preferred
Applicants who supported Telstra in other companies are subject for partner eligibility check*
Priority will be given to successful applicants with valid NBI clearance and government numbers.
Online applications only
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