Description
As an Assurance Consultant, you will provide quality and cost-effective customer service to Telstra's customers by processing enquiries, provisioning orders, and billing relating to a range of products and services.
Telstra is Australia's leading telecommunications and technology company 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.
Responsibilities
- Provide all types of customer support (sales, faults, simplex complaints, and service) across all retail customers and channels.
- Accurately and efficiently process customer requests and inquiries 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.
- Resolve routine to complex customer enquiries involving billing, account management, sales/modify/move orders, simple fault management, and complaints follow-up.
- Use your knowledge of Telstra processes to effectively hand over customer enquiries/issues to the appropriate area when necessary.
- Assess needs and promote and sell Telstra products/services as 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.
- Work effectively across diverse cultures by demonstrating awareness and adapting flexibly across interactions with our culturally diverse team members and customers.
What We Offer
- Performance-related pay
- Access to thousands of learning programs
- 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