Key Responsibilities
- Manage inbound calls related to wireless orders, activations, coverage issues, device support, and network performance
- Guide customers through the full-service activation lifecycle, including appointment scheduling ,real‑time troubleshooting and case management
- Complete Pre‑Qualification checks and process orders accurately using Telstra systems (Console, Smartik, CRM tools)
- Explain billing options clearly, including AutoPay, invoice‑only billing, and company account requirements
- Maintain accurate customer records, manage follow‑ups, and complete case tasks within SLA
- Troubleshoot service and network issues, performing base‑level assurance before escalation
- Support enterprise customers using specialised processes and handle high‑priority complaint tickets (CEO, Code Red, High Risk, MPA, MP referrals)
- Collaborate with field technicians, escalation teams, QA, WFM, and Complaints
- Work onsite a minimum of 3 days per week to support coaching, collaboration, and operational needs
Key Performance Indicators (KPIs) You’ll Be Measured On
- Quality Assurance (QA) adherence
- First Contact Resolution (FCR7)
- Customer Experience (NPS)
- Compliance and error rate
- Productivity and case handling efficiency
- Attendance, schedule adherence, and WFO compliance
Skills & Experience Required
- Strong communication and interpersonal skills with the ability to simplify technical concepts
- Experience in customer service, technical support, service activation, or telecommunications
- High attention to detail and accuracy when processing orders or updating systems
- Ability to troubleshoot issues logically and provide clear, solution‑focused guidance
- Confidence navigating multiple systems, CRM tools, and legacy platforms
- Strong time management skills with the ability to prioritise in a fast‑paced inbound environment
- A calm, professional approach when handling escalated or complex customer situations
