About the Company
Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, and entertainment solutions. We are committed to connecting people and businesses, empowering them to thrive in a digital world. Our customer-centric approach drives innovation and excellence, ensuring we provide unparalleled support and service to our millions of customers across Australia and globally.
Job Description
We are seeking highly motivated and empathetic individuals to join our After-Hours Customer Care team. This pivotal role involves providing exceptional support to Telstra customers outside of standard business hours, addressing complex inquiries, resolving technical issues, and ensuring a premium customer experience. As a remote After-Hours Customer Care Specialist, you will be the frontline representative for our brand, delivering solutions with professionalism and a commitment to customer satisfaction. This position offers premium rates in recognition of the critical after-hours support provided and the specialized skills required.
Key Responsibilities
- Provide comprehensive after-hours customer support via phone, chat, and email for a variety of Telstra products and services.
- Diagnose and troubleshoot complex technical issues related to internet, mobile, and other telecommunications services.
- Resolve customer complaints and escalate unresolved issues to the appropriate internal teams when necessary.
- Educate customers on product features, service plans, and self-help options.
- Maintain accurate and detailed records of customer interactions and resolutions in our CRM system.
- Adhere to company policies and procedures, ensuring data privacy and security.
- Continuously improve product knowledge and customer service skills through ongoing training.
- Handle billing inquiries, account management, and service activation/deactivation requests.
- Work collaboratively with team members to share insights and best practices for customer satisfaction.
Required Skills
- Minimum 2 years of experience in a customer service or technical support role.
- Exceptional verbal and written communication skills.
- Strong problem-solving and critical thinking abilities.
- Proficiency in navigating multiple software applications and CRM systems simultaneously.
- Ability to work independently and manage time effectively in a remote environment.
- High level of empathy and patience when dealing with diverse customer needs.
- Availability to work evening, overnight, weekend, and public holiday shifts.
- Reliable high-speed internet connection and a quiet, dedicated home office space.
- Strong understanding of telecommunications products and services (mobile, internet, landline).
Preferred Qualifications
- Previous experience in a premium or after-hours customer support role.
- Proficiency in additional languages relevant to Australia's diverse population.
- Experience with Telstra products and services.
- Certifications in customer service, IT support, or a related field.
- Familiarity with remote collaboration tools and virtual team environments.
Perks & Benefits
- Competitive premium hourly rates for after-hours shifts.
- 100% remote work opportunity, offering ultimate flexibility.
- Comprehensive paid training and ongoing professional development.
- Access to cutting-edge technology and support tools.
- Generous employee discounts on Telstra products and services.
- Opportunity for career growth within Australia's leading telecommunications company.
- Supportive team environment and virtual community engagement programs.
- Wellness initiatives and employee assistance programs.
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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