Employment Type
Permanent
Closing Date
14 Nov 2026 11:59pm
Job Title
Assurance Consultant
Job Summary
As an Assurance Consultant you pride yourself on providing quality and cost-effective customer service to our customers. You do this by processing enquires, provisioning orders and billing relating to a range of products and services. Job Description
Who We Are
Telstra is Australia’s leading telecommunications and technology company spanning over a century with a footprint in over 20+ countries. In India, we’re building a platform for innovative delivery and engagement that will strengthen our position as an industry leader. We’ve grown quickly since our inception in 2019, now with offices in Bangalore and Pune.
This is where YOU come in. Based in our Innovation and Capability Centre at the Embassy Tech Village, you’ll play your part in helping our customers connect: faster, better and smarter.
Here, you can join a community of people who are encouraged to bring their whole selves to work. We don’t want you to join just to “fit in”, we’re looking for individuals and differences that can help us stand out. Here with us, you can thrive, your way.
Focus of the Role
As an International Customer Service Consultant, you are a key member of the Telstra contact centre team. You use your excellent knowledge of Telstra’s products, services and processes to create a great customer service and support experience via our messaging, SMS, email and voice channels. You provide a high-quality cost-effective service to customers when dealing with non-technical product and billing enquiries, recording orders and provisioning related to a range of products and services
What We Offer
Performance-related pay
Access to thousands of learning programs so you can level-up
Global presence across 22 countries; opportunities to work where we do business.
Up to 26 weeks maternity leave provided to the birth mother with benefits for all child births
Employees are entitled to 12 paid holidays per calendar year
Eligible employees are entitled to 12 days of paid sick / casual leave per calendar year
Receive insurance benefits such as medical, accidental and life insurances
What You’ll Do
You'll bring the purpose of your role to life by delivering against the following responsibilities via real-time chat, asynchronous messaging and phone calls:
Provide all type of customer support (sales, faults, simplex complaints and service), where applicable, across all retail customers, across all channels.
Accurately and efficiently process customer requests and inquiries (faults, simplex complaints and service) in alignment with guidance tools, scripts, service standards and targets.
Resolve customer issues by assisting customers to understand, use and troubleshoot issues relating to our products and services via messaging, SMS, email and voice calls as needed/required.
Resolve routine to complex customer enquiries involving billing, account management, sales/modify/move orders, simple fault management and complaints follow up using prescribed job aids found in My Knowledge, Messaging Predetermined content, CRM data and internal process flows.
Use your knowledge of Telstra processes to effectively handover customer enquiries/issues to the appropriate area when necessary.
Assess needs and promote and sell Telstra products/services as a-part of recommending alternative products or services to resolve an issue or in alignment with agreed cross selling and upselling processes and targets.
Meet prescribed customer service and messaging standards and performance objectives by following documented processes captured in work instructions/forums to solve the issue.
Work effectively across diverse cultures by demonstrating awareness and adapting flexibly across interactions with our culturally diverse team members and customers.
You’re available to support our customers 24/7, so you will need to be able to work on a rotating roster including scheduled days off.
The role will be…