Job Responsibilities
The chief responsibilities of a Customer Experience Specialist
within Telstra CCE are:
??Proactively case manage the end to end of Telstra's customer
generated delayed connection orders by providing a single point
of contact for customers into Telstra.
This will take up most of your time each week as this is a labour
intensive function involving contact with you customer as well as
liaising with Telstra internal departments.
??Sustain and enhance the customer relationship by taking
ownership of each customer enquiry and by building rapport and
confidence with the customer.
??Use appropriate systems to monitor portfolio, action cases and
provide quality service.
??Monitor Service Level Agreements and follow up with suppliers to
ensure customer's held order request is actioned.
This means escalating any unresolved internal issues to the
appropriate area within the company and usually involves about an
hour each week.
??If required, consult with subject matter expert or team manager
to discuss customers' order and to formulate a customer specific
solution.
The time spent on this will vary depending on the situation and
can take anywhere from 10 mins to 2 hours.
??Advise customers of all delays and negotiate alternate solution
when necessary.
This again is the major time consumer of your day. Most of your
day is spent in contact and negotiation with your customers or
the relevant internal areas required to facilitate a solution for
your customer.
??Handle all held order customer issues and only escalate problems
to a Team Manager if necessary.
??Advise customer upon completion of order and seek feedback.
This usually only takes about 5 minutes however can take much
longer if something has gone wrong with the connection. Again
this will vary depending on the situation.
|
Job Requirements
N/A - We have people working for us who have graduate degrees
however there is no degree requirement for the job. What is
required is:
1. Ability to build customer relationships
2. Well developed problem solving skills
3. Computer Literacy
4. Well developed interpersonal & communication skills
5. Organisational/Industry Knowledge
6. Results Focus
7. To be a team player.
There is a one month internal course provided by the company in
order to train new employees in the skills required to be an
effective specialist.
|
Uppers
The best parts of our job are:
Getting to speak to a wide variety of people from all walks of life.
having the ability to alleviate a difficult situation in people's lives (and in
a few cases provide a service which saves their lives).
A very cohesive and supportive team and management.
Variation in the work that you do.
|
Downers
We require more staff than we have a budget for which means that
each individual specialist has a very high caseload. This has led
to high stress levels and low morale among specialists.
|
Lifestyle
The work hours for this position are a standard 7hr 15min day. The centre has a
social club and employment by Telstra also grants membership of the API with all
of the benefits that this brings (discount travel, accommodation, shopping,
insurance etc). The dress code for the centre is smart casual.
|
Compensation
Salary is negotiable on a level 6 Telstra contract. Staff are
eligible for a 25% discount on their phone bill and this can also
apply to up to 5 mobile phones. Mobiles can be used on the $5 per
month staff plan. Staff also receive an interest free loan for
the purchase of Telstra shares, which can be paid off using
dividends.
|
Advice to Jobseekers
I believe that the Customer Experience Specialist job is one that
will grow in future as Telstra's products (ie ADSL) become more
popular.
|
