Employment Type Permanent

Closing Date 21 Mar 2021 11:59pm

Job Title Customer Service SME

Job Description

At Telstra, our customers are at the heart of everything we do. And that’s where you come in - to help us realise our vision of creating a brilliantly connected future for everyone!

The role with us

You will provide the highest level of quality customer service/support and successful external stakeholder management, within a timely, efficient, professional and credible way. Your responsibilities will include:

• Effective and timely resolution of complaints
• Be the face of Telstra with the customer, prioritising contact and negotiating a resolution based on input provided by the TIO
• Keep the customer informed of progress on resolution activities, ensuring acceptance and awareness of planned outcomes
• Prepare correspondence including letters and emails that is of a standard to uphold a professional and image in line with Telstra’s values
• Ensure agreed complaint management and communications quality standards are met and maintained

Who we look for:

• Extensive experience dealing with a range of moderately complex issues and participating in the design or developing solutions, or resolving issues
• Experience in complaint handling processes and systems
• Demonstrate capability in presenting strong written and verbal arguments
• Ability to identify business problems and translate them into solutions to improve the customer experience, productivity, etc
• Team orientated with strong interpersonal skills
• Commitment to achieving the best outcome for our customers

Interested?

If you have a real passion for delivering brilliant customer service, and would thrive as part of our fun, dedicated team – connect with us and apply!

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit

Telstra