Business Sales & Service Consultant

Employment Type

Closing Date

Job Title

Job Summary

Job Description

Focus of the role

As a TBTC Customer Sales and Service specialist you will be responsible for managing customer service and sales enquiries and provisioning orders for Telstra’s medium business and business plus customers.

About the role

You will have exceptional customer service, administration, and time management skills with the ability to trouble shoot and manage multiple deadlines and priorities whilst committing to customer excellence.

• Providing exceptional customer service to new and existing Telstra medium and Business plus customers

• Processing and provisioning all customer orders.

• Meet and greet customers who visit the TBTC.

• Managing the sales and ordering process

• Managing Point of sale (POS) in the TBTC including cash handling and order processing.

• Handle inbound customer service and simplex sales queries by phone & face to face.

• Manage tickets and process customer workflows.

• Responsible for stock ordering process and regular stock take.

• Handling complaints and escalations

• Solving complex billing enquiries

• Support our Business Technology Advisers and Account Managers and pass on leads.

• Develop capability and technology knowledge of Telstra business products and services.

• Take accountability for managing inbound/outbound customer service contracts, responding to queries and escalating complaints and leads to more experienced team members as required, to ensure timely mediation and positive customer experiences.

• Authentically collaborate with peers, team members and key stakeholders across the TBTC channel (e.g. Field Sales Team and internal Telstra team) to support the identification and qualification of leads.

• Meet individual and team sales and performance KPIs.

• Continue to upskill and develop capability and knowledge across Telstra’s portfolio of products and business solutions.

• Identify areas of improvement and actively embrace change and technology to better support our business customers.

This will be performed in TBTC GEELONG VIC.

About you

• Minimum 2 years in a customer service, sales administration, or provisioning role

• Telco or ICT experience

• Understand the business plus and Telstra SMB customer.

• Provisioning experience and understanding of O2A process

• Ability to meet SLAs and key performance metrics.

• Demonstrated commitment to relationship building and working in partnership with key stakeholders.

• Excellent communicator with strong interpersonal, engagement and presentation skills 

• Adaptable to change with strong problem‑solving abilities

• Show initiative, embrace and adopt new technology and methodologies that can positively impact customer experience. 

• Experience with Mobile, Broadband, Cisco, Microsoft and Checkpoint products and solutions.

Please attach your resume/cv when applying to allow for a more thorough review of your qualifications and experience.