About the Company
Optus is one of Australia’s leading telecommunications companies, providing mobile, internet, and fixed-line services to millions of Australians. We are committed to connecting people and businesses, offering innovative solutions and exceptional customer service. Our culture fosters innovation, teamwork, and a customer-first approach, striving to make a real difference in people’s lives.
Job Description
Join Optus as an After-Hours Customer Care Specialist and provide essential support to our valued customers during evenings, weekends, and public holidays. This is a remote opportunity with premium hourly rates for dedicated individuals who thrive in a flexible, fast-paced environment. You will be the primary point of contact for customer inquiries, technical support, and service issues, ensuring a seamless and positive experience. We are looking for empathetic problem-solvers who can work independently and maintain high standards of service excellence outside of regular business hours.
Key Responsibilities
- Respond to customer inquiries via phone, chat, and email during after-hours shifts, including evenings, weekends, and public holidays.
- Diagnose and resolve technical issues related to mobile, internet, and other Optus services.
- Provide accurate information regarding products, services, billing, and account management.
- Escalate complex issues to appropriate internal teams when necessary.
- Document all customer interactions and resolutions accurately in our CRM system.
- Maintain a high level of customer satisfaction and strive for first-call resolution.
- Adhere to company policies, procedures, and service level agreements (SLAs).
Required Skills
- Minimum 1 year of experience in a customer service or call center environment.
- Excellent verbal and written communication skills in English.
- Strong problem-solving and troubleshooting abilities.
- Proficiency in using CRM software and standard office applications.
- Ability to work independently and manage time effectively in a remote setting.
- High-speed internet connection and a dedicated quiet workspace.
- Availability to work after-hours shifts, including nights, weekends, and public holidays.
Preferred Qualifications
- Experience in the telecommunications industry.
- Proven ability to handle challenging customer situations with professionalism and empathy.
- Familiarity with Optus products and services.
- Certificate or diploma in customer service or a related field.
Perks & Benefits
- Premium hourly rates for after-hours work.
- 100% remote work flexibility.
- Comprehensive training and ongoing support.
- Opportunities for career growth and development within a leading telco.
- Employee discounts on Optus products and services.
- Access to a supportive and collaborative remote team environment.
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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