Virtual Inbox Manager – 100% Written Correspondence, WFH

About the Company

Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, entertainment, and business solutions. We are committed to connecting people and businesses, empowering them with innovative technology, and providing exceptional customer experiences. Our vision is to create a brilliant connected future for everyone, and we believe in fostering a diverse, inclusive, and flexible work environment, including numerous opportunities for remote professionals across the country.

Job Description

We are seeking a highly organised and detail-oriented Virtual Inbox Manager to join our growing remote team. This role is 100% focused on written correspondence and is ideal for someone passionate about clear communication, efficiency, and providing outstanding support without direct phone interaction. As a Virtual Inbox Manager, you will be responsible for meticulously managing various digital inboxes, ensuring all inquiries and communications are categorised, prioritised, and addressed promptly and professionally through written channels. This is a crucial role in maintaining our high standards of customer and internal communication.

Key Responsibilities

• Monitor and manage shared digital inboxes (e.g., email, ticketing systems, internal communication platforms).
• Efficiently categorise, prioritise, and assign incoming written requests and inquiries.
• Draft and send professional, clear, and concise written responses to a diverse range of stakeholders.
• Ensure timely resolution of all correspondence, adhering to service level agreements.
• Maintain accurate and detailed records of all communications and actions taken.
• Develop and update standard operating procedures (SOPs) for inbox management to ensure consistency and efficiency.
• Collaborate effectively with internal teams (e.g., sales, support, technical) to resolve complex issues.
• Identify trends in inquiries and suggest process improvements to enhance workflow and stakeholder satisfaction.
• Contribute to a positive and productive remote team environment.

Required Skills

• Exceptional written communication and grammar skills in English.
• Proven proficiency in managing email and ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Outlook).
• Strong organisational and time-management abilities with a keen eye for detail.
• Excellent problem-solving skills and a proactive approach to task management.
• Ability to work independently and manage workload effectively in a 100% remote environment.
• High level of typing speed and accuracy.
• Demonstrated ability to maintain confidentiality and handle sensitive information discreetly.

Preferred Qualifications

• Previous experience (2+ years) in a virtual assistant, administrative support, or customer service role with a focus on written correspondence.
• Familiarity with CRM software and knowledge management systems.
• Experience working in a fast-paced, high-volume communication environment.
• Certification or diploma in office administration, business, or a related field.

Perks & Benefits

• 100% Remote Work Flexibility: Work from anywhere in Australia.
• Comprehensive health and wellness programs.
• Generous paid time off and flexible leave options.
• Professional development and training opportunities to grow your career.
• Employee discounts on Telstra products and services.
• Supportive and collaborative team culture.
• Access to the latest digital tools and technology to facilitate remote work.

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