JOB SUMMARY

Your role is to provide efficient and accurate connection of calls to the Emergency Police, Fire and Ambulance organisations as requested by the customer.

• Efficiently connect all emergency calls to Police, Fire or Ambulance
• Provide a consistent and high quality service standard to our customers, embedding a first time right culture
• Be able to commit to an afternoon shift rotational shift-based roster
• Manage your own work performance to meet set objectives
• Uses active listening to develop an understanding of the issue
• Analyses various information sources (e.g. error messages, event logs) to discover the cause of the issue
• Follows documented processes captured in work instructions/forums to solve the issue
• Guides users through steps to resolve the issue
• Ensure every customer is treated with an empathetic approach
• Able to work afternoon shift.

JOB DESCRIPTION

We are looking for energetic Call Centre Agents to join our Inbound Emergency Services Answer Point Contact Centre based in Adelaide. The role is a high volume, fast paced business which can be repetitive at times. Your role is to provide efficient and accurate connection of calls to the Emergency Police, Fire and Ambulance organisations as requested by the customer. All calls must provide a consistent and high level of quality service standard to our customer, embedding a First Time Right Culture. The role requires a high personal resilience mindset.
Adelaide call centre operates 24/7 operational based call centre to meet the business needs.
We’re an iconic Australian Brand, with a proud past and an even more exciting future, as we transform to become a leading innovator in technology and telecommunication provider of the future - to help our customers, employees and the communities we work in to thrive in a connected world.
As a Customer Service Operator you will be reporting to the Customer Service and Support – Team Leader Emergency Services Adelaide.

WHAT ARE THE NEXT STEPS?

If you’re looking for the platform to evolve and develop your career, we want to hear from you! We’ll provide you with the training to be successful in this role, which will lead you to the opportunity to drive your own success and shape your ongoing career development within this exciting area of our business

TO BE SUCCESSFUL IN THIS ROLE, YOU WILL:

• Efficiently connect all emergency calls to Police, Fire or Ambulance
• Provide consistent and high quality service standard to our customers, embedding a First Time Right culture
• Be able to commit to a permanent afternoon shift
• Manage your own work performance to meet set objectives
• Ensure every customer is treated with an empathetic approach
• The Telstra Values, Cultural Priorities and Code of Conduct at all times

Your role is to provide efficient and accurate connection of calls to the Emergency Police, Fire and Ambulance organisations as requested by the customer.

• Efficiently connect all emergency calls to Police, Fire or Ambulance
• Provide a consistent and high quality service standard to our customers, embedding a first time right culture
• Be able to commit to an afternoon shift rotational shift-based roster
• Manage your own work performance to meet set objectives
• Uses active listening to develop an understanding of the issue
• Analyses various information sources (e.g. error messages, event logs) to discover the cause of the issue
• Follows documented processes captured in work instructions/forums to solve the issue
• Guides users through steps to resolve the issue
• Ensure every customer is treated with an empathetic approach
• Able to work afternoon shift