About the Company
Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, and data solutions to millions of consumers and businesses. We are committed to connecting people and creating a better future through technology, with a strong focus on customer satisfaction and innovation.
Job Description
We are seeking dedicated and empathetic individuals to join our After-Hours Customer Care team. This fully remote role offers premium rates for supporting our customers during evenings, weekends, and public holidays. You will be the primary point of contact for urgent inquiries, technical support, and service issues, ensuring our customers receive exceptional care outside standard business hours. If you thrive in a fast-paced environment and are passionate about solving problems, we want to hear from you.
Key Responsibilities
- Provide exceptional customer service and technical support to Telstra customers via phone, chat, and email during after-hours periods.
- Diagnose and resolve customer issues related to mobile, internet, and other Telstra services.
- Escalate complex issues to specialized teams when necessary, ensuring smooth transitions and follow-up.
- Document all customer interactions accurately and thoroughly in our CRM system.
- Adhere to Telstra's service standards and policies to maintain high-quality customer experiences.
- Handle sensitive customer information with confidentiality and professionalism.
- Proactively identify opportunities to improve customer satisfaction and retention.
- Participate in ongoing training and development to stay updated on products and services.
Required Skills
- Minimum 2 years of experience in a customer service or call centre environment.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and a methodical approach to troubleshooting.
- Proficiency with CRM software and general computer applications.
- Ability to work independently and manage time effectively in a remote setting.
- Empathy and patience when dealing with customer concerns.
- Reliable high-speed internet connection and a dedicated quiet workspace at home.
- Availability to work evenings, weekends, and public holidays as per roster.
Preferred Qualifications
- Previous experience in the telecommunications industry.
- Experience with after-hours or premium customer support.
- Familiarity with Telstra products and services.
- IT or technical support background.
Perks & Benefits
- Premium hourly rates for after-hours shifts.
- Comprehensive remote work setup support.
- Extensive training and ongoing professional development.
- Employee discounts on Telstra products and services.
- Access to employee assistance programs and wellbeing initiatives.
- Opportunity to work with a leading Australian company from the comfort of your home.
- Supportive team environment with regular virtual check-ins.
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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