Join Tata Consultancy Services, Asia Pacific and be part of an organization committed to sustainable development for our future. TCS follows the Tata group philosophy of building sustainable businesses that are rooted in the community and demonstrate care for the environment. Our unique values position us to combine a purpose-driven worldview with digital innovation, collaborating with customers, communities and governments to lead and shape innovative solutions for a sustainable future. TCS has been carbon neutral in its operations across 11 countries, 12 delivery centres and 18 offices in Asia Pacific since 2022. This is only the initial stage in TCS' journey as we strive to achieve long-term net zero emissions by 2030.
Corporate sustainability is embedded in our triple-bottom-line, focusing on people, the planet, and our purpose. Our offices are designed with eco-friendly features that significantly reduce our carbon footprint and enhance energy efficiency. We actively champion green initiatives, such as promoting paperless operations, implementing energy-efficient practices, and fostering employee engagement in sustainability efforts. When you become part of the TCS family, you will play an essential role dedicated to innovation, excellence, and crafting a brighter, greener future together. Join us and be a part of our mission to drive sustainability through technology and talent at Tata Consultancy Services, APAC today.
Role: Customer Service Consultant
Location: Melbourne
Years of Experience: 2+ years
Key Responsibilities:
* Serve as the first point of contact for consumer customers reporting service faults or disruptions
* Diagnose and resolve faults using Telstra diagnostic tools, systems and defined fault‐handling processes
* Progress faults through repair, restoration, workaround or escalation pathways to achieve timely outcomes
* Apply service recovery principles to support customers impacted by loss of service
* Champion the use of approved workflows, guided flows and system prompts to ensure consistent fault handling and customer outcomes
* Follow standardised decision paths to support accuracy, compliance and efficiency
* Deliver a calm, empathetic and professional experience, particularly during high‐impact interactions
* Translate technical information into simple, customer‐friendly language
* Tailor communication to customer needs, vulnerability indicators and level of understanding
* Balance quality, care and efficiency, aiming for first‐time resolution where possible
* Confidently use multiple systems and knowledge tools in a fast‐paced environment
* Adhere to Telstra policies, fault‐handling standards and regulatory requirements
* Meet quality, assurance and audit expectations, including correct fault classification.
* Achieve performance targets for customer resolution, fault effectiveness, quality and productivity
* Participate in coaching, training and continuous improvement activities
Capabilities & Experience
* Experience in customer service, technical support or fault‐resolution environments
* Strong problem‐solving and diagnostic skills
* Ability to manage complex or emotionally charged conversations with empathy
* Confidence using structured workflows, guided system flows and multiple tool
* Commitment to customer advocacy, compliance and consistent execution
Top Reasons to Join Our Team at TCS AustraliaAttractive compensation & rewards
We offer a highly competitive salary package aligned with the Australian market, complemented by performance-based incentives, recognition programs, and comprehensive employee benefits. Your achievements are celebrated, and your contributions truly matter.
Global exposure with local impact
At TCS, you'll work with leading Australian enterprises across diverse industries while collaborating with our global network of experts. This means access to world‐class practices, transformative technologies, and the chance to shape solutions that have a real impact — locally and globally.
Empowering leadership & supportive environment
Our leadership team is committed to helping you succeed. We encourage initiative, reward innovation, and provide a collaborative environment where your ideas are heard and valued.
We believe in careers, not just jobs. With continuous learning, certification support, career mobility, and clear progression pathways, TCS empowers you to grow and evolve — whether you want to deepen your expertise, explore new domains, or take on leadership roles.
Inclusive, collaborative culture
Diversity, inclusion, and respect are central to who we are. At TCS Australia, you'll join a workplace where collaboration thrives, individuality is valued, and everyone can contribute to meaningful outcomes.
Continuous learning & cutting‐edge innovation
We invest heavily in your development, offering structured learning programs, global certifications, leadership development, and opportunities to work with emerging technologies. You'll be part of an environment that constantly challenges and expands your capabilities.
A Great Fit for the TCS CultureWe're looking for people who are:
* Passionate about technology and transformation
* Driven by curiosity, innovation, and continuous learning
* Excited to work in a collaborative, purpose‐driven environment
* Motivated by delivering real impact for clients, communities, and society
Our core values — Integrity, Excellence, Responsibility, Pioneering Spirit, and Unity — shape how we work and how we grow together.
The TCS Community in Australia and Beyond
* Global strength: Over 600,000+ associates in 55+ countries, united by a shared purpose — to innovate and make a difference.
* Local presence: A trusted partner to Australia's leading enterprises across financial services, government, retail, healthcare, telecom, and more.
* Social impact: Deeply committed to sustainability, digital inclusion, and community engagement initiatives in Australia and around the world.
* Empowered workplace: We foster a culture where diversity, equity, and accessibility are integral to how we operate.
We don't just imagine a better future — we help build it.
About TCS
Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions. We have partnered with many of the world's largest organisations to help them transform their businesses, operating models, and technology ecosystems.
Learn .
Equal Opportunity Employer
TCS is an equal opportunity employer. All qualified applicants will be considered without regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by applicable law.
Note: Compensation details are accurate as of this posting and may be adjusted in line with Australian laws and market conditions. Applicants may be asked to attend interviews in person or via video conference and present valid identification during the process.
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