Assurance Consultant

Telstra Singapore; India; On-site; INR 420,000 - 620,000; Full time

Benefits offered by this job

Performance pay

Learning programs

Global opportunities

Maternity leave (26 weeks)

Paid holidays

Paid sick leave

Insurance benefits

Job summary

Telstra in India is hiring an Assurance Consultant to deliver high-quality customer service, processing inquiries, provisioning orders and billing for Telstra products and services. You will operate from the Embassy Tech Village in India, supporting customers 24/7 with a rotating roster, and the role is 100% on-site with future work-from-home potential.

The position requires 1–3 years of customer service experience, strong communication, problem-solving, and CRM proficiency.

Qualifications

• :1-3 years of customer service experience.
• Active listening and analytical thinking skills.
• Strong business writing and collaboration abilities.
• Creative problem solving and attention to detail.
• Experience with Salesforce.com and Siebel CRM Systems.

Responsibilities

• Provide all types of customer support across channels.
• Process requests and inquiries accurately following guidance tools and scripts.
• Resolve issues by helping customers understand and troubleshoot products.
• Handle billing, account management, sales/modify/move orders and simple faults.
• Escalate handovers to the appropriate area when necessary.
• Promote Telstra products and cross-sell where appropriate.
• Meet service and messaging standards and targets by following processes.
• Work across diverse cultures and teams.

Skills

Active Listening

Analytical Thinking

Business Writing

Collaboration

Creativity

Detail-Oriented

Negotiation

Problem Solving

Salesforce.com

Siebel CRM Systems

Osca

Phoenix

Tools

Salesforce.com

Siebel CRM Systems

Job description

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 on 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 100% work from office with some capability to work from home considered in the future.

About You

To be successful in this role, you will have:

• 1-3 years of customer service experience.


• Active Listening


• Analytical Thinking


• Business Writing


• Collaboration


• Creativity


• Detail-Oriented


• Negotiation


• Osca


• Phoenix


• Problem Solving


• Process Improvement
  
• Rifdi bill generator


• Salesforce.com


• Siebel CRM Systems


• TAM


• T-Analyst

We’re amongst the top 2% of companies globally in the CDP Global Climate Change Index 2023, being awarded an 'A' rating.

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individ