Telstra is transforming from a 20th century Telco into a 21st century media communications company. Our end game is to win in the market and deliver a superior customer experience. Our progress thus far is the product of our people's commitment, passion, dedication, expertise, skill and knowledge.
Manage the customer service relationship for an assigned portfolio of Mid Tier clients. The client portfolio allocation will comprise a mix of customers.
This role is a customer facing service management position that is responsible for developing outstanding pro-active and/or reactive service relationships with assigned mid tier clients. Such activities will result in increased revenue, retention and will ensure optimal customer satisfaction.
Own the end to end service relationship for assigned client portfolio including:
- Contract management - proactively manage the customer relationship in accordance with contract/commercial obligations and ensure we are meeting our requirements. Ensure that new requests, projects and assurance issues are managed in accordance to contracted timeframes.
- Relationship Management - act as the key interface for all contract requirements, including service issues pertaining to fault manager in accordance with SLA, project health management, and stakeholder management.
- Proactive Service reviews:
- Manage the annual Strategic Operational Reviews. Identify and facilitate service improvement outcomes for clients as agreed for nominated customers.
- Partner with Account team to develop service strategy plans for assigned clients.
To secure this role you will possess;
- Solid experience in service management
- An understanding of Telecommunications products and customer networks including IP networks, Hosting, Managed Services, Security and Mobility.
- Sound negotiation and interpersonal skills with the ability to influence others
- The ability to develop good working relationships internally and with clients and be adept at managing conflict.
- Sound problem solving skills and the ability to analyse data to interpret root cause
- Well organised and display attention to detail.
- Ability to successfully manage multiple tasks with similar deadlines
- Demonstrated superior customer service skills.
When you think about Telstra, it's the people who make it a success so if you can see yourself excelling in this role hit the Apply Now button now!
Telstra, imagine the possibilities.
