Job Title

Assurance Consultant

Employment Type

Permanent

Job Summary

As an Assurance Consultant you pride yourself on providing quality and cost-effective customer service to our customers. You do this by processing enquires, provisioning orders and billing relating to a range of products and services.

Focus of the Role

As an International Customer Service Consultant, you are a key member of the Telstra contact centre team. You use your excellent knowledge of Telstra s products, services and processes to create a great customer service and support experience via our messaging, SMS, email and voice channels. You provide a high-quality cost-effective service to customers when dealing with non-technical product and billing enquiries, recording orders and provisioning related to a range of products and services

What Youll Do

You'll bring the purpose of your role to life by delivering against the following responsibilities via real-time chat, asynchronous messaging and phone calls:

- Provide all type of customer support (sales, faults, simplex complaints and service), where applicable, across all retail customers, across all channels.
- Accurately and efficiently process customer requests and inquiries (faults, simplex complaints and service) 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 via messaging, SMS, email and voice calls as needed/required.
- Resolve routine to complex customer enquiries involving billing, account management, sales/modify/move orders,



straightforward fault management and complaints follow up using prescribed job aids found in My Knowledge, Messaging Predetermined content, CRM data and internal process flows.
- Use your knowledge of Telstra processes to effectively handover customer enquiries/issues to the appropriate area when necessary.
- Assess needs and promote and sell Telstra products/services as a-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 captured in work instructions/forums to solve the issue.
- Work effectively across diverse cultures by demonstrating awareness and adapting flexibly across interactions with our culturally diverse team members and customers.

You're available to support our custome/7, so you will need to be able to work on a rotating roster including scheduled days off.

The role will be 100% work from office with some capability to work from home considered in the future.

About You

- 1-3 years of customer service experience.
- Active Listening
- Analytical Thinking
- Business Writing
- Collaboration
- Creativity
- Detail-Oriented
- Negotiation
- Salesforce.com
- Siebel CRM Systems
- TAM
- T-Analyst

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Assurance Consultant (Bengaluru)
🏢 Telstra
📍 Bengaluru