Customer Service Team Leader - Digital

We're Australia's leading telecommunications and technology company. And with a global presence in more than 22 countries, we have a strong 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.


Here's what you can expect from us:

• Flexible working. Wherever you live, choose where, when, and how you work so you can be at your best.
  

• Pay for performance. We recognise outstanding contributions through our generous incentive programs.
  

• Insurance benefits. Medical insurance that covers you and your loved ones. This includes Pandemic, mental health and optical coverage.
  

• Unlimited learning. Level up your credentials with access to 17,000 learning programs. Learn 'on the job' and achieve university credits towards degrees and Masters programs.
  

• Global presence. With a global presence across 22 countries, there are many opportunities to work where we do business.
  

Make a difference
As part of Consumer & Small Business, your mission will be to make the complex simple so our customers can focus on the more important things in life. Grow value by delivering digitally-led propositions and outstanding customer journeys.
The role with us
As a Customer Service Team Leader - Digital, you lead a Customer Service Digital Messaging team. You use your excellent people leadership and deep knowledge of Telstra's products, services, and processes to lead your team to deliver great customer experiences via our messaging, SMS, email, and voice channels. You and your team provide a high-quality cost-effective service to customers when dealing with non-technical product and billing enquiries, recording orders and provisioning related to a range of products and services.
You'll bring the purpose of your role to life by delivering against the following responsibilities via real-time chat, asynchronous messaging, and phone calls.
Here are some key responsibilities (but not limited to):

• Lead a team who provides all types of customer support (sales, faults, simplex complaints, and service) where applicable across all retail customers, across all channels.
  

• Coach and develop team members to successfully deliver digital service channel responses that accurately and efficiently process customer requests and inquiries (sales, provisioning, activations, faults, or billing) in alignment with guidance tools, scripts, service standards and targets.
  

• Resolve escalated customer issues and complaints through the application of known solutions, standard procedures, and delegations
  

• Collaborate with stakeholders to remove roadblocks and use your knowledge of Telstra processes to effectively handover customer enquiries/issues to the appropriate area when necessary.
  

• Build strong, trusting relationships within the team to enable a high performing team culture aligned to living our values.
  

• Provide clarity on performance, behavioural goals, and expectations to your team to ensure that they can deliver against customer experience, volume, and quality targets.
  
  

To be successful in the role, you must have…

• Minimum of three years of experience in people leading and team management
  

• Minimum of three years of experience in contact centre
  

• Knowledge in the principles of coaching, leadership techniques, and coordination of people and resources
  

• Experience in leading and implementing Change Management process in a high volume and fast paced environment
  

• Ability to maintain stakeholder relationships
  

• Exposure to CRM especially Salesforce, Siebel or Legacy is a preference
  

• Flexible to work in Zuellig, Makati City
  

• Be able to commit working in the office for the first one (1) year of the role with an option to move to a hybrid working environment or work onsite permanently
  

We're committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender and linguistic backgrounds and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate.

To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit tel.st/thrive.


What are the next steps?
If you're looking for the platform to evolve and develop your career, we want to hear from you! Once your application is submitted, please keep an eye out for an email invitation to complete our HireVue video assessment. Please have this completed within 24-48 hours.
We're committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, neuro-capabilities, cultural and linguistic backgrounds, and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate. To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process.