About the Company
Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, and entertainment. We are committed to connecting people and businesses, building a better future through technology, and providing exceptional customer service across the nation and beyond.
Job Description
Are you a master of written communication with a passion for helping others? Telstra is seeking dedicated and empathetic Live Chat Support Agents to join our remote team. This is a 100% text-based role, meaning all interactions with customers will be conducted via live chat, email, and internal messaging systems. You’ll be the first point of contact for our customers, providing timely, accurate, and friendly support for various product and service inquiries. This is a fantastic opportunity for individuals who thrive in a remote work environment and possess excellent typing skills and a customer-first mindset.
Key Responsibilities
- Engage with customers in real-time through live chat to resolve inquiries, troubleshoot issues, and provide information.
- Respond to customer emails and internal communications promptly and professionally.
- Accurately document all customer interactions and resolutions in our CRM system.
- Provide technical support for Telstra products and services, guiding customers through solutions step-by-step.
- Escalate complex issues to senior support staff or specialized departments when necessary.
- Maintain a high level of customer satisfaction by delivering exceptional service.
- Adhere to company policies and procedures regarding customer data and privacy.
- Continuously learn about new products, services, and system updates to provide up-to-date information.
Required Skills
- Excellent written communication skills with strong grammar and spelling.
- Proficiency in typing (minimum 40 WPM).
- Strong problem-solving abilities and attention to detail.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Empathy and a customer-centric attitude.
- Comfortable working independently in a remote setting.
- Basic computer literacy and ability to navigate various software applications.
Preferred Qualifications
- Previous experience in a customer service, call centre, or live chat support role.
- Familiarity with CRM software and ticketing systems.
- Experience in the telecommunications industry.
- High school diploma or equivalent.
Perks & Benefits
- 100% remote work flexibility, saving commute time and costs.
- Comprehensive training program to get you started.
- Opportunities for career growth and development within Telstra.
- Access to employee assistance programs and wellness initiatives.
- Employee discounts on Telstra products and services.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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