About the Company
Optus is one of Australia’s largest and most trusted telecommunications companies. We’re committed to connecting Australians, empowering them with innovative technology and world-class service. Our culture is built on a foundation of collaboration, respect, and a drive to constantly improve. Join a team where your contributions are valued, and your growth is supported.
Job Description
Are you a natural communicator with a passion for helping people? Do you thrive in a fast-paced environment and excel at written communication? Optus is looking for a dedicated Live Chat Support Agent to join our dynamic customer service team. This is a 100% remote, text-based position, allowing you to work from the comfort of your home anywhere in Australia.
As a Live Chat Support Agent, you will be the first point of contact for our customers, providing exceptional support through chat interactions. Your primary goal will be to resolve customer inquiries efficiently, provide accurate information, and ensure a positive customer experience, all without needing to pick up a phone.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via live chat, providing clear and concise information.
- Diagnose and resolve technical issues, billing questions, service queries, and product concerns.
- Educate customers on Optus products and services, guiding them through solutions.
- Accurately document all customer interactions and resolutions in our CRM system.
- Maintain a high level of customer satisfaction and meet service quality targets.
- Collaborate with other departments to escalate complex issues when necessary.
Required Skills
- Exceptional written communication skills with impeccable grammar and spelling.
- Strong empathy and active listening skills to understand customer needs.
- Ability to multitask and navigate multiple systems while engaging with customers.
- Proficiency in using chat software and CRM platforms.
- Excellent problem-solving abilities and a proactive approach to issue resolution.
- A quiet, dedicated home workspace with reliable high-speed internet.
Preferred Qualifications
- Previous experience in a text-based customer support role.
- Familiarity with telecommunications products and services.
- Experience with Zendesk, Salesforce, or similar customer service platforms.
Perks & Benefits
- Competitive annual salary range of AUD 50,000 – 65,000.
- 100% remote work opportunity – work from home anywhere in Australia.
- Comprehensive training and ongoing professional development.
- Employee discounts on Optus products and services.
- Supportive team environment and a culture that values work-life balance.
- Opportunities for career advancement within a leading telecommunications company.
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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