About the Company
Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, and entertainment. With a commitment to innovation and customer satisfaction, Telstra connects millions of Australians every day. We are expanding our dedicated customer care team to provide exceptional support during non-standard hours, ensuring our customers always have access to assistance.
Job Description
Join Telstra’s dynamic customer care team as an After-Hours Customer Care Representative. This fully remote role offers you the flexibility to work from home while providing essential support to our customers during evening, night, and weekend hours. You will be the first point of contact for inquiries, technical assistance, and service issues, resolving problems efficiently and professionally. We are looking for individuals who are empathetic, problem-solvers, and dedicated to delivering outstanding customer experiences. Due to the critical nature of after-hours support, this role comes with premium hourly rates. This position is 100% remote, allowing you to work from anywhere in Australia.
Key Responsibilities
- Provide exceptional customer service and technical support to Telstra customers during designated after-hours shifts.
- Respond to customer inquiries via phone, chat, and email regarding billing, service issues, technical troubleshooting, and product information.
- Diagnose and resolve customer problems efficiently, escalating complex issues to appropriate teams when necessary.
- Maintain accurate and detailed records of customer interactions and resolutions using CRM software.
- Adhere to company policies and procedures, ensuring compliance with service level agreements.
- Educate customers on Telstra products and services, identifying opportunities for upselling or cross-selling where appropriate.
- Contribute to a positive team environment, even in a remote setting.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Demonstrated empathy and patience when dealing with customer concerns.
- Proficiency with basic computer applications and ability to learn new software quickly.
- Ability to work independently and manage time effectively in a remote environment.
- Reliable high-speed internet connection and a quiet home office space.
- Availability to work evenings, nights, weekends, and public holidays.
Preferred Qualifications
- Previous experience in a customer service, call center, or technical support role, especially in a remote capacity.
- Familiarity with telecommunications products and services.
- Experience with CRM systems (e.g., Salesforce, Zendesk).
- Certificate III or IV in Customer Engagement or a related field.
Perks & Benefits
- Premium hourly rates for after-hours work.
- Flexible remote work environment.
- Comprehensive training and ongoing professional development.
- Access to Telstra's employee assistance program.
- Opportunity to be part of a leading Australian company.
- 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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