First Nations Customer Sales and Service Specialist

Employment Type

Closing Date

Job Title

Job Summary

Job Description

Our mob is growing and we are on the lookout for Customer Service Specialists to join our Townsville Call Centre Team.

The Role

As the First Nations Customer Sales and Service Specialist, you will join an Indigenous lead team that service our First Nations Customers, based in our in-office Townsville call centre. 

You have a passion for supporting mob and the community, demonstrated through providing high quality and specialised customer service over the phone to Telstra's First Nations and remote customers. You will be tasked with responding to customer sales and/or service enquiries relating to a range of Telstra products and services, delivering solutions uniquely designed for each customer.

This role is a Telstra Identified First Nations position; To be successful you must identify as a First Nations person.

Please note that this role operates Monday – Friday that may require Over-time with Shift allowances provided.

Who We Are

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.

What We Offer

• Additional Telstra day off & cultural leave

• Quarterly bonus scheme based on performance and behaviour

• Toolkit provided to you (laptop + mobile phone + plan paid for)

• 30% off Telstra products and services

• Access to thousands of learning programs so you can level-up

• Performance-related pay

• Global presence across 22 countries; opportunities to work where we do business.

• Purchased annual leave scheme

What You’ll Do

Telstra Consumer - Telstra Contact Centres provides customer support to Telstra's customers across a range of channels.

Key responsibilities

• Create a simple and brilliant customer experience across all our interactions in a multi-media environment.

• Demonstrates strong sense of ownership of issues/orders presented and to manage end to end delivery within designated timeframes.

• Be naturally inquisitive and resilient with an ability to articulate, listen and communicate effectively identify customer needs along with providing customers with solutions to solve their concerns.

• Be able to identify and effectively manage a customer complaint with the prescribed complaint handling guidelines to an agreed resolution with the customer.

• Identify when a customer is in distress and take the appropriate intervention or escalation to ensure the recovery of their experience.

About You

To be successful in the role, you will have the following skills and experience:

• Experience working with a geographically diverse range of First Nations communities, including metropolitan, regional, and remote communities.

• A strong knowledge of Aboriginal & Torres Strait Islander culture and society and an understanding of historical and contemporary issues relating to First Nations people

• Experience and expertise in engaging effectively with Aboriginal & Torres Strait Islander's

• Ability to apply customer-centric approaches to resolve customer issues and improve the customer experience

• Solving problems of moderate complexity

Highly Desirable:

• Previous experience in a sales and service environment

• Contact centre or Retail experience

• Telemarketing

• Administration experience

• Maintaining stakeholder relationships

If this sounds like a job for you, we welcome your application so we can bring you in for a yarn with the team.

Want to know more about our First Nations team at Telstra? Visit our first nations page for more information on support, community engagement and careers.

We're amongst the top 2% of companies globally in the CDP Global Climate Change Index 2023, being awarded an 'A' rating. If you want to work for a company that cares about sustainability, we want to hear from you.

As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and disabilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive. 

As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.

We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information or the application form, and require this in an alternate format, please contact our Talent Acquisition team on DisabilityandAccessibility@team.telstra.com or via the additional contact options found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment