CEO Communication and Resolution SME
Telstra
  • locationMelbourne, VIC
  • salaryNot disclosed
  • full-time 10 June 2021
  • locationMelbourne, VIC
  • salaryNot disclosed
  • full-time
Job Description

At Telstra, our purpose is to build a connected future so everyone can thrive. It's a future that won't happen on its own, it has to be delivered — and only Telstra can bring together all the parts to create it. And, this is where YOU come in, by playing your part in help our customers connect: faster, better, and smarter. Our Consumer & Small Business team In our Consumer & Small Business (C&SB) team, we meet the needs of all consumers and small businesses and grow value by delivering digitally-led propositions and outstanding customer journeys, leveraging our insight into customer needs and our superior sales and service capabilities. The role with us The role of a Complex Complaints Resolution SME is to provide the highest level of quality and customer experience to Telstra customers through responding to escalated complaints across the whole range of Telstra products and services. What you'll work on As a Complex Complaints Resolution SME, you will be responsible for: Effective and timely resolution of complaints at productivity levels defined in the scorecard. Ensure quality of resolution to ensure complaints are not escalated or reopened. Ensure that TIO AI requests are actioned in a timely manner. Contribute to the strategic and episode NPS targets. Achieve customer service targets using standard company procedures. Explore and resolve customer complaints that are identified in accordance with standard procedures. Identify provisioning difficulties and facilitate proposed resolution with the customer in accordance with national procedures and action using core systems and processes. Issue/activate work orders by the accurate entry of customer information into core Telstra system/s and by following established work instructions. Escalate customer complaints requiring non-standard variations for approval. About you To be successful in the role, you must have: Extensive experience in complaint handling processes and systems. Maintaining stakeholder relationships. Solving problems of moderate complexity. Extensive experience dealing with a range of moderately complex issues and participating in the design or developing solutions or resolving issues. Why join us? We recognise our people as individuals. We’re diverse in our thinking, our backgrounds, and future aspirations. Here, you’ll discover the freedom, support, and opportunities to bring your whole self to work and thrive.

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About

As a leading specialist fibre and network solutions provider, Vocus connects people, businesses, governments, and communities across Australia and New Zealand, to the world. With a world-class team of experts, we challenge convention and do things d

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About Telstra

We believe it’s people who give purpose to our technology. So we’re committed to staying close to our customers and providing them the best experience. And delivering the best tech. On the best network. Because our purpose is to build a con

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CEO Communication and Resolution SME

  • Job Details:
    Not disclosed AUD
    Melbourne, VIC, Any
  • Key Dates:
    10 June 2021
    Last -2 days to apply
  • Industry:
    Board, Senior and General Management
  • Insights:
    0 Applicants
    1 Views
Job Description

At Telstra, our purpose is to build a connected future so everyone can thrive. It's a future that won't happen on its own, it has to be delivered — and only Telstra can bring together all the parts to create it. And, this is where YOU come in, by playing your part in help our customers connect: faster, better, and smarter. Our Consumer & Small Business team In our Consumer & Small Business (C&SB) team, we meet the needs of all consumers and small businesses and grow value by delivering digitally-led propositions and outstanding customer journeys, leveraging our insight into customer needs and our superior sales and service capabilities. The role with us The role of a Complex Complaints Resolution SME is to provide the highest level of quality and customer experience to Telstra customers through responding to escalated complaints across the whole range of Telstra products and services. What you'll work on As a Complex Complaints Resolution SME, you will be responsible for: Effective and timely resolution of complaints at productivity levels defined in the scorecard. Ensure quality of resolution to ensure complaints are not escalated or reopened. Ensure that TIO AI requests are actioned in a timely manner. Contribute to the strategic and episode NPS targets. Achieve customer service targets using standard company procedures. Explore and resolve customer complaints that are identified in accordance with standard procedures. Identify provisioning difficulties and facilitate proposed resolution with the customer in accordance with national procedures and action using core systems and processes. Issue/activate work orders by the accurate entry of customer information into core Telstra system/s and by following established work instructions. Escalate customer complaints requiring non-standard variations for approval. About you To be successful in the role, you must have: Extensive experience in complaint handling processes and systems. Maintaining stakeholder relationships. Solving problems of moderate complexity. Extensive experience dealing with a range of moderately complex issues and participating in the design or developing solutions or resolving issues. Why join us? We recognise our people as individuals. We’re diverse in our thinking, our backgrounds, and future aspirations. Here, you’ll discover the freedom, support, and opportunities to bring your whole self to work and thrive.


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