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Customer Experience Consultant

Belong | Part of the Telstra family
Location: Bangalore
Type: Full-time | Rotational shifts

Hi, we’re Belong

We’re a digital-first telco backed by Telstra, offering simple, affordable and value-packed mobile and internet plans. Customers can connect with us through phone, chat, email or self-service — and we work hard to make every interaction easy, human and helpful.

At Belong, we’re part of something bigger too - a purpose to help build a connected future so everyone can thrive.

About the role

As a Customer Experience Voice Consultant, you’ll be the voice of Belong helping customers with their mobile and internet services, solving problems, answering questions and creating moments that build trust and loyalty.

This is not just a call-taking role.
You’ll:

• have real conversations
• take ownership of outcomes
• simplify complex issues
• and make life easier for customers

You’ll work primarily in voice, while also building the skills to support other channels and service areas over time.

What you’ll do

• Support customers with billing, payments, activations, account help and technical issues
• Deliver simple, clear and effective resolutions
• Own customer issues end-to-end
• Reduce customer effort and improve first contact resolution
• Help customers use self-service tools where it makes sense
• Identify recurring issues and share ideas to improve the customer experience
• Upskill and cross-skill across products, tools, channels and lines of business

What matters most to us : We’re looking for people who bring the right mindset as much as the right experience.

Humility & Gratitude

You listen, stay grounded and treat people with genuine respect.
You appreciate the trust customers place in us and the support of the team around you.

Customer First

You care about doing what’s right for the customer, not just what’s quickest.
You make things simpler, clearer and easier.

Ownership

You take responsibility, follow through and see things through to resolution.

Learning Agility

You’re curious, coachable and hungry to grow.
You’re open to upskilling and moving across products, queues and service areas as the business evolves.

Team Mindset

You collaborate well, support others and contribute positively to team culture.

Supporting customers when it matters most

Some customers come to us in difficult or sensitive moments. In this role, you’ll also be expected to support customers who may be vulnerable, affected by domestic and family violence, or needing payment assistance  with empathy, discretion and the right level of care.

Australian telco protections now place stronger obligations on providers to support customers experiencing domestic and family violence, and Belong also offers payment assistance and enhanced support pathways to help customers stay connected.

Our Customer Promise

At Belong, Great customer moments depend on you.

That means:

• helping customers help themselves
• putting in the effort so customers don’t have to
• doing the right thing, even when it’s not the easy thing

It’s how we make customer experiences simple, fair and genuinely helpful.

What you’ll bring

• 2–3 years of customer service experience, preferably in voice
• Experience handling inbound and/or outbound customer conversations
• Confidence using multiple systems and solving problems in real time
• Basic understanding of internet/mobile services, or the ability to learn quickly
• Strong communication skills and calm, clear judgement
• Flexibility to work rotational shifts and across channels as needed

Why join Belong

Because this is a place where you can:

• build real capability across products and channels
• be part of a human, supportive and high-performing team
• grow within Belong and the wider Telstra ecosystem
• make a meaningful impact on customers every day

Work hours

This role works on a rotational roster across 7 days, between:
8:00 AM – 9:00 PM AEST / AEDT
2:30 AM – 3:00 PM IST

Shifts and timings may change based on business requirements.

If this sounds like you…

If you lead with humility, enjoy helping people, love learning, and want to be part of a team that cares deeply about customers and each other, you’ll belong here.

As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive. 

As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.

We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.