About the Company
Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, and entertainment. We are committed to connecting Australians and delivering exceptional customer experiences through innovation and a dedicated workforce. Join a company that values growth, diversity, and putting customers first.
Job Description
We are seeking an enthusiastic and experienced Remote Customer Service Lead to join our dynamic team. This 100% work-from-home position is an excellent opportunity for individuals passionate about customer satisfaction and eager for significant career growth. As a Lead, you will guide a team of remote customer service representatives, ensuring high-quality service delivery, resolving complex issues, and fostering a positive and productive remote work environment. You will be instrumental in coaching, mentoring, and developing your team members, contributing directly to their professional advancement and Telstra’s commitment to excellence.
Key Responsibilities
- Lead, mentor, and coach a team of remote customer service representatives to achieve performance targets.
- Monitor team performance, providing constructive feedback and implementing development plans.
- Handle escalated customer inquiries and complex service issues with professionalism and efficiency.
- Ensure compliance with company policies, procedures, and service level agreements.
- Identify training needs and contribute to the creation and delivery of training programs for team members.
- Collaborate with other departments to improve customer experience processes and outcomes.
- Drive team engagement and motivation in a remote setting through effective communication and support.
- Contribute to continuous improvement initiatives within the customer service department.
Required Skills
- Proven experience in a customer service leadership or supervisory role (minimum 3 years).
- Exceptional communication (written and verbal) and interpersonal skills.
- Strong problem-solving, conflict resolution, and decision-making abilities.
- Proficiency in CRM software and remote communication tools (e.g., Slack, Microsoft Teams).
- Demonstrated ability to motivate, coach, and develop a remote team.
- High-speed internet connection and a dedicated, quiet home office space.
- Ability to work independently and manage time effectively in a remote environment.
Preferred Qualifications
- Bachelor's degree in Business, Communications, or a related field.
- Experience within the telecommunications industry.
- Familiarity with Agile methodologies or continuous improvement frameworks.
- Certifications in customer service excellence or leadership development.
Perks & Benefits
- 100% remote work flexibility, allowing you to work from anywhere in Australia.
- Competitive salary package with performance-based bonuses.
- Comprehensive health and wellness programs for you and your family.
- Generous paid time off, including annual leave and personal leave.
- Significant superannuation contributions.
- Extensive career development, training, and leadership growth opportunities.
- Employee discounts on Telstra products and services.
- Supportive and inclusive work culture focused on innovation and collaboration.
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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