Key Responsibilities:
§ Serve as the first point of contact for consumer customers reporting service faults or disruptions
§ Diagnose and resolve faults using Telstra diagnostic tools, systems and defined fault‑handling processes
§ Progress faults through repair, restoration, workaround or escalation pathways to achieve timely outcomes
§ Apply service recovery principles to support customers impacted by loss of service
§ Champion the use of approved workflows, guided flows and system prompts to ensure consistent fault handling and customer outcomes
§ Follow standardised decision paths to support accuracy, compliance and efficiency
§ Deliver a calm, empathetic and professional experience, particularly during high‑impact interactions
§ Translate technical information into simple, customer‑friendly language
