Overview

Customer Operations Specialist Job at Telstra – Australia

We’re Australia’s leading telecommunications and technology company. And, with a presence in more than 20 countries, we’re creating a global footprint – which for you, that means incredible work opportunities and experiences to develop and grow your career.

We fully embrace flexibility and choice at Telstra and it’s as unique as you. We believe every role can flex in some way and encourage you to work where, when, and how you are most engaged, safe, and productive. Talk to us about how a role could be flexible for you!

The role with us

Recently we committed to the launch of carbon neutral electricity and gas to Telstra customers.

As an Energy Retail Operations Specialist, you would provide high quality and commercially effective Energy related expertise to the Telstra Energy team reacting to issue resolution of market transactions such as Transfers and Service Orders.

You would play an important role in our customer life-cycle, by providing excellent sales & service support to our customers. The role will support Telstra customers with the aim of delivering value-add solutions that will make their services and experience better.

Energy is a new product area for Telstra and we need establish a team of experts on these products in a first step to incorporating these products into our broader customer service experience.

Key responsibilities

Your key accountabilities and responsibilities include but are not limited to:

  • Be the expert for investigating and resolving matters relating to Market Transfers and Service Orders for both Gas and Electricity.
  • Uplifting the practical energy market skills and understanding within our customer service function relating to Transfers and Service Orders.
  • Build new relationships with key market participants and system vendors and effectively manage these relationships to maximise opportunities.
  • Improvements to Business Process and Agent related operational material relating to Transfers and Service Orders.
  • Demonstrate cultural awareness through listening and adapting flexibly across interactions with our culturally diverse team members and customer.
  • Demonstrates strong sense of ownership of issues/orders presented and to manage end to end delivery within designated time frames
  • Be naturally inquisitive and resilient with an ability to articulate, listen and communicate effectively.
  • Comply with established and new sales practices and procedures and legislative requirements.
  • Both participate in and champion the adoption of agile principles within the team to constantly improve the customer experience.
  • Availability to meet the operating hours of the business as generated by customer demand.
  • Strategically manage and develop relationships with key internal and external stakeholders to support delivery of Telstra Energy projects.

About you

To be eligible for this role, we are looking for candidates with the following experience:

Essential

  • Previous experience in an energy retailing business service environment
  • Solid knowledge of energy industry market transactions and associated systems in both gas and electricity retailing operations
  • Working knowledge of the electricity and gas B2B procedures and CATS procedures and the various jurisdictional and local differences
  • Hands on experience working on resolving transactional issues directly with other market participants (e.g. has communicated by phone or email with other participant counter parties and resolved issued where a transfer or a service order has not completed successfully)
  • Billing knowledge.
  • Solving complex problems
  • Maintaining stakeholder relationships

High desirable

  • Exposure to Market systems such as MSATS, B2B Hub, FRC Hub with CRM experience (e.g. Salesforce) desirable
  • Leadership and advocacy skills; strong capacity to negotiate and influence at a strategic level across organisational functions and levels

We fully support flexibility and choice at Telstra and what we offer is as unique as you. Will you choose to work from home, in a Telstra workspace, or on the go? A regional location or the CBD? We want you to work where, when, and how you are most engaged, safe, and productive – wherever in Australia that may be. #WFH #Remote #Flexibility

If this opportunity sounds like a perfect fit for you, we’d encourage you to apply!

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We’re committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, 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, visit tel.st/thrive.

About the Company

Company: Telstra –

Company Location:  Australia

Estimated Salary:

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