Assurance Consultant
Telstra · Bengaluru · onsite · Posted 6d ago
Undisclosed1–3 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Title
Employment Type
Job Summary
Focus of the Role
What Youll Do
About You
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
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, simple 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.
Sourced from naukri
Skills
Customer ServiceretailSiebelSiebel CRMCustomer SupportcrmFault ManagementCross SellingBusiness writingProcess ImprovementGeneratorAsynchronousInternational Customer serviceSalessalesforceEquityaccount management
About Telstra
Telstra
Telecom
1.1k+
employees
1901
125 years old
Melbourne, Australia
AU
₹23.4L PA avg
Avg at Telstra
About
Telstra, a leading telecommunications provider in Australia, addresses global connectivity needs with comprehensive communication services and advanced mobile networks.
Industries
Telecom
Employee ratings
10 reviews
3.9/ 5
Culture
3.8
Career growth
3.1
Work-life
4.3
Employees rate it well for
Work-Life Balance43Company Culture40
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