Telstra
Location
Pune | India
Job description
Mission
Provide exceptional customer service to all Telstra Consumer Customers
Proactiv monitoring and diagnostics of customer connections and prescribing corrective actions to remediate.
End to End Ownership of Customer Issues and Case Management of identified Customer connection call outs
Remove all blockers with regards to activating a customer s connection, increase speed, Connection Stability etc. This includes troubleshooting, analysis, and recommendations for coverage/ connections improvement solutions.
These initiatives will directly support customer s expectations, service commitments and maximise profitability and revenue.
Key Accountabilities
Responsibilities of the role are
Facilitate respectful, engaging and transparent verbal communication with our customers and maintain an exceptional level of customer service ethos all through the interaction
Ability to manage multiple stakeholders and project manage case to completion
Conduct Root Cause Analysis [RCA s] on the incidents raised due to a system or process failure, apply treatment and document the resolution to the issue
Interpret data/outcomes to highlight business problems, risks and opportunities. Make recommendations for consideration in the formulation of plans to improve
Monitor connectivity and alarms with regards to a customer connection which could include
Connection Status- Intermittent or Total Loss of Connections
Connectivity Speed
Recommend plans, devices, networks basis customer usage and requirements.
Walking the customer through basic assurance steps if required
Responding to additional queries that a customer might have on their account or directing them to the right business unit such as activations, sales, billing, credits, Assurance etc
Promoting the alternate contact platforms that customers have to engage with Telstra - t.com, Telstra 24x7 app
Trouble shooting any complex technical issues
Collaborate end to end with resolver groups to mitigate risks to customer connections
Applies quality data to inform decision-making and build confidence in risk-taking.
Identify areas to optimize the process and the customer experience
Timely escalation and follow up to closure of all open issues impacting a customer s connections via the escalation matrix
Adherence and over achievement on our key customer metrics and commitments
Adherence to operational KPIs
Audit Risk and Compliance
Understand Telstra s Risk and Compliance Framework [e.g. and not limited to Privacy risk, HSE risk etc.] and support/ facilitate conversations with our customers that are regulated by this framework
Ensuring there is no risk to Telstra s Regulatory obligations - Meet and exceed on the industry regulatory standard
Influencing skills
Demonstrate great customer management skills, taking control of the call to get the best outcome for the customer.
Excels in oral and written communications, persuasion, with a strong ability to collaborate with other areas to get the best outcome for our customers
Analytical skills
Demonstrate a high degree of analytical skills
End to end INC ticket management
Ability to solve problems individually and cross functional
Stakeholder & Relationship Management
Forms healthy relationships that are beneficial to the customer, team and organisation
Identifies opportunities and owns and delivers on commitments
Ability to act as an advocate for Telstra s products and services
Delivery/Results focus
Demonstrates a customer driven behaviour, wanting to make every interaction a appositive one by going above and beyond customer expectations in a timely manner.
Results driven attitude
Writing skills
Excellent communication skills - written & oral
Drafts and formats business documents and correspondence that fulfil intended purpose
Presents written information in a professional, clear and concise manner to meet the needs of the audience.
Qualifications/Experiences
Job tags
Salary
