Overview

Job Details

Position: Customer Service Consultant – Non-Voice/Chat

• Employment Type: Permanent, Full-time
• Location: Bengaluru, Karnataka (Work from office; potential for work-from-home in the future)
• Closing Date: 14 March 2025, 11:59 PM
• Company: Telstra – Australia’s leading telecommunications and technology company

About Telstra

At Telstra, we aim to build a connected future where everyone thrives. With over 100 years in the industry and operations in 20+ countries, we are at the forefront of IoT, 5G, AI, and machine learning. Our Innovation and Capability Centre in Bangalore plays a crucial role in driving technological advancements.

Joining Telstra means being part of a diverse team that values innovation, automation, and flexibility.

Role Overview

As a Customer Service Consultant, you will be part of Telstra’s contact center team, handling real-time chat, messaging, SMS, email, and phone support. Your role involves assisting customers with billing inquiries, order processing, service provisioning, and non-technical product support.

Key Responsibilities

• Provide customer support across various channels – chat, messaging, SMS, email, and phone calls.
• Handle billing inquiries, account management, order modifications, and service complaints.
• Troubleshoot product/service issues and resolve customer concerns efficiently.
• Process customer requests and inquiries following guidelines and scripts.
• Recommend alternative products/services and handle cross-selling and upselling.
• Accurately document and escalate complex issues to the appropriate department.
• Adhere to customer service and performance standards.
• Adapt communication styles to work effectively with diverse cultures and customers.
• Work on a rotating shift schedule to provide 24/7 customer support.

Requirements

✅ 1-2 years of customer service experience
✅ Strong listening, analytical thinking, and problem-solving skills
✅ Business writing and collaboration abilities
✅ Familiarity with CRM systems (Salesforce, Siebel, TAM, T-Analyst, etc.)
✅ Knowledge of Telstra processes and tools (e.g., Rifdi Bill Generator, Phoenix, Maxim)

What We Offer

✔ Inclusive & Diverse Workplace – We value individuality and innovation.
✔ Flexible Work Culture – We support work-life balance through our All Roles Flex policy.
✔ Career Growth – Opportunities to work on cutting-edge technology and customer service excellence.