We are seeking a highly skilled Customer Service Specialist to join our team. The ideal candidate will have exceptional communication skills, a strong customer focus and the ability to work effectively in a contact center environment.
The role involves providing high-quality customer service to Telstra's First Nations and remote customers, responding to sales and service enquiries and delivering solutions tailored to each customer's needs.
Key Responsibilities
* Provide a simple and brilliant customer experience across all interactions in a multi-media environment.
* Demonstrate strong ownership of issues/orders presented and manage end-to-end delivery within designated timeframes.
* Be naturally inquisitive and resilient with an ability to articulate, listen and communicate effectively to identify customer needs and provide solutions.
* Identify and effectively manage customer complaints using prescribed complaint handling guidelines to achieve an agreed resolution.
* Recognize when a customer is in distress and take appropriate intervention or escalation to ensure recovery of their experience.
Requirements
* Apply customer-centric approaches to resolve customer issues and improve the customer experience.
* Experience working with diverse First Nations communities, including metropolitan, regional and remote areas.
* A strong knowledge of Aboriginal & Torres Strait Islander culture and society, including historical and contemporary issues affecting First Nations people.
* Experience engaging effectively with Aboriginal & Torres Strait Islander peoples.
* Solving problems of moderate complexity.
* Desirable:
* Previous experience in sales and service environments.
* Contact centre or retail experience.
* Telemarketing.
* Administration experience.
* Maintaining stakeholder relationships.
If you enjoy collaborating with different people and delivering amazing experiences for customers, we want to hear from you. We work flexibly at Telstra.