First Nations Customer Sales and Service Specialist

About the role

Telstra is looking for a First Nations Customer Sales and Service Specialist to join its Townsville call centre team. The role sits in an Indigenous-led team serving First Nations and remote customers, and is a Telstra-identified First Nations position: applicants must identify as a First Nations person. The role is open Monday to Friday, which may require overtime, with shift allowances provided.

Key responsibilities

• Respond to customer sales and service enquiries by phone about a range of Telstra products and services, delivering solutions tailored to each customer.
• Create a simple, positive customer experience across all interactions in a multi-media environment.
• Take ownership of issues and orders and manage them end to end within set timeframes.
• Listen effectively, identify customer needs and provide solutions to their concerns.
• Handle complaints according to prescribed guidelines and escalate distressed customers appropriately.

Required profile

• Experience working with a geographically diverse range of First Nations communities, including metropolitan, regional and remote communities.
• Strong knowledge of Aboriginal and Torres Strait Islander culture and society, and of historical and contemporary issues relating to First Nations people.
• Ability to engage effectively with Aboriginal and Torres Strait Islander people and to apply customer-centred approaches to resolve issues.
• Ability to solve problems of moderate complexity.

Required skills

• Highly desirable: previous experience in a sales and service environment, contact centre or retail experience, telemarketing and administration experience.
• Maintaining stakeholder relationships.

What we offer

• Additional day off and cultural leave.
• Quarterly bonus scheme based on performance and behaviour.
• Toolkit provided (laptop, mobile phone and plan paid for).
• 30% off Telstra products and services.
• Access to learning programs and performance-related pay.
• Purchased annual leave scheme.