Telstra

Overview

As the First Nations Customer Sales and Service Specialist, you will join an Indigenous lead team that service our First Nations Customers, based in our in-office Townsville call centre, providing high quality and specialised customer service over the phone to Telstra's First Nations and remote customers.

About Telstra

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

Requirements & Eligibility

• Must identify as a First Nations person
• Experience working with a geographically diverse range of First Nations communities, including metropolitan, regional, and remote communities
• A strong knowledge of Aboriginal & Torres Strait Islander culture and society and an understanding of historical and contemporary issues relating to First Nations people
• Experience and expertise in engaging effectively with Aboriginal & Torres Strait Islander's
• Ability to apply customer-centric approaches to resolve customer issues and improve the customer experience
• Solving problems of moderate complexity

Key Responsibilities

• Create a simple and brilliant customer experience across all our interactions in a multi-media environment.
• Demonstrates strong sense of ownership of issues/orders presented and to manage end to end delivery within designated timeframes.
• Be naturally inquisitive and resilient with an ability to articulate, listen and communicate effectively identify customer needs along with providing customers with solutions to solve their concerns.
• Be able to identify and effectively manage a customer complaint with the prescribed complaint handling guidelines to an agreed resolution with the customer.
• Identify when a customer is in distress and take the appropriate intervention or escalation to ensure the recovery of their experience.