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. With a rich history of innovation and a commitment to connecting Australians, we empower individuals and businesses to thrive in a digital world. Our customer-centric approach is at the heart of everything we do, and we are dedicated to providing exceptional service and support to our vast customer base.
Job Description
We are seeking highly motivated and empathetic individuals to join our After-Hours Customer Care team. This fully remote role offers premium rates for supporting our valued customers outside of standard business hours, ensuring they receive timely and effective assistance whenever they need it. You will be the frontline voice of Telstra, resolving complex inquiries, troubleshooting technical issues, and providing an outstanding customer experience from the comfort of your home. This is an excellent opportunity for those who thrive in a remote environment and are committed to delivering top-tier service.
Key Responsibilities
- Provide exceptional customer service and technical support to Telstra customers during after-hours periods (evenings, nights, weekends, public holidays).
- Address and resolve customer inquiries, complaints, and technical issues related to mobile, internet, landline, and other Telstra services.
- Diagnose and troubleshoot connectivity problems, service disruptions, and account-related concerns.
- Escalate complex issues to specialized teams when necessary, ensuring seamless handovers.
- Maintain accurate records of customer interactions and resolutions in our CRM system.
- Educate customers on product features, service plans, and self-help options.
- Adhere to company policies and procedures, including data privacy and security protocols.
- Work independently and manage time effectively in a remote setting.
Required Skills
- Minimum 1 year of experience in a customer service or contact centre environment.
- Excellent verbal and written communication skills in English.
- Strong problem-solving and troubleshooting abilities.
- Proficiency in navigating multiple computer systems and applications simultaneously.
- Ability to work independently and manage time effectively in a remote work environment.
- High level of empathy, patience, and a calm demeanour under pressure.
- Reliable high-speed internet connection and a dedicated quiet workspace at home.
- Flexibility to work varied after-hours shifts, including nights, weekends, and public holidays.
Preferred Qualifications
- Previous experience in the telecommunications industry.
- Experience with CRM software (e.g., Salesforce) and customer support tools.
- Demonstrated ability to resolve complex technical issues.
- Formal qualifications in IT or customer service.
- Proficiency in additional languages (desirable but not essential).
Perks & Benefits
- Premium hourly rates for after-hours shifts.
- Fully remote work model, offering flexibility and work-life balance.
- Comprehensive training and ongoing professional development.
- Access to employee discounts on Telstra products and services.
- Supportive team environment and access to remote collaboration tools.
- Opportunities for career growth within Australia's leading telecommunications company.
- Health and wellbeing 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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