Customer Service Consultant

Customer Service Consultant
Company:

Telstra Corporation Limited


Customer Service Consultant

Details of the offer

Belong (Telstra) started in October 2013 with the purpose of helping Australians to get great value home broadband and - since October 2017 - great value mobile plans.

At Belong we are committed to Acknowledging the First Nations Peoples of Australia, as Traditional Owners and Custodians of the land and waters. Australia's First Peoples are the oldest continuous culture on the planet.

We humbly pay respects to their Elders past and present. While connectivity services should be boring, it is an essential service in modern life, and it causes grief when it doesn't work or when customers feel like they are being ripped off. So we try to keep things simple, give customers choice and control, and take responsibility when things goes wrong.

How the role contributes to business strategy?
Youll be the voice of Belong online, having conversations to resolve issues, answer questions and foster advocates. Youll provide best in class service to our

customers; keeping our response times low and quality high.

Youll also be an influencer in raising customer trends, issues, our shortfalls and making sure all customer pain points get the attention they deserve. Together we're different. We don't have to be the same to Belong.

The battle for talent is intense, and were acutely aware that good people have many options. Our success depends heavily on building a high quality team, and
were grateful that youre considering taking a chance on us.

Were building a community of people who are encouraged to bring their whole selves to work. In a market characterized by brutal levels of competitive intensity, sameness is the enemy, and difference is a source of competitive advantage. We don't want you to join just to "fit in", we want to you to bring your magnificent weirdness to work and Belong.

What is this role?

Be the voice of Belong online, having conversations to resolve issues, answer questions and foster advocates. Provide best in class service to our customers; keeping our response times low and quality high.

Be an influencer in raising customer trends, issues, our shortfalls and making sure all customer pain points get the attention they deserve.

The purpose of the Level 1 Assurance Consultant is to provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area, with the goal of providing superior service and first contact resolution to provide technical service, solutions and support for the products and services supplied by Belong and improve customer retention and advocacy.

Key responsibilities :

Resolve customer inquiry and complaints through the application of fault analysis via

outbound phone contact, email, chat and ticketing.

Configuration of hosted systems and network devices (modems/routers etc).

Resolve customer technical inquiries in an effective and timely manner.

Drive excellent customer outcomes and better business strategies through analysing and

reduction handoffs to Level 2, Telstra Wholesale (TW) and/or NBN Co

Perform technical support including troubleshooting processes for products and services,

ticketing, reporting and escalations

Key Skills Customer Service and Support Experience Voice (Telecom with NBN and ADSL experience )
Technical Competence Strong computer operations including Internet and email protocols, connectivity and understanding of Internet Networking
Structured Problem Solving Ability to combine intuition with prescribed problem solving methodologies to uncover root causes of issues with devices
Customer Focus Adopts a customer perspective in all interactions
Communication Exchanges information and ideas verbally and in written form in a clear and concise manner
Quick Learner Ability to pick up new concepts quickly. Structure approach to work at different levels detail when required
Results Delivery - Demonstrates a strong achievement / results orientation

. Ability to deliver results directly and through others, Excellent time management skills

Interactions & behaviours:

Works closely across the Belong business and own team to collaborate on efforts that drive growth, agility and differentiate customer experience

Communicate, communicate, communicate! The good, the bad and the ugly. Always give it and receive it with the best intent of getting the right outcome for our customers, employees & partners.

Never walk past a problem be it a code error, a fire hazard or a messy kitchen raise it, fix it, own it, and encourage your colleagues to do the same.


Source: Timesjobs


Area:

Requirements


Knowledges:

  • Internet
  • Internet

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