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 people, businesses, and communities across Australia and beyond. Our success is built on a foundation of customer-centricity, innovation, and a culture that values diversity and flexible work arrangements. Join our team and help us deliver exceptional service to millions of Australians every day.
Job Description
We are seeking enthusiastic and dedicated individuals to join our WFH Customer Help team. This role is crucial for providing outstanding support to Telstra customers, resolving their inquiries, and ensuring a positive experience. You will handle a variety of customer interactions across multiple channels, including phone, chat, and email, working morning and evening shifts to cover our service hours. This is a 100% remote position, offering you the flexibility to work from the comfort of your home.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, chat, and email.
- Provide accurate information about Telstra products, services, and billing.
- Troubleshoot technical issues and guide customers through resolution steps.
- Resolve customer complaints and escalate complex issues when necessary.
- Maintain detailed and accurate records of customer interactions.
- Adhere to established service level agreements (SLAs) and performance metrics.
- Collaborate with team members and other departments to ensure customer satisfaction.
- Participate in ongoing training and development programs.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong problem-solving and critical thinking abilities.
- Proficiency with computers and basic office software (e.g., Microsoft Office Suite).
- Ability to work independently and manage time effectively in a remote environment.
- Customer-centric mindset with a passion for helping others.
- Reliable high-speed internet connection and a quiet home workspace.
- Flexibility to work morning and evening shifts as required.
Preferred Qualifications
- Prior experience in a customer service or call center environment (6+ months).
- Familiarity with telecommunications products and services.
- Experience using CRM software (e.g., Salesforce, Zendesk).
- High school diploma or equivalent; tertiary education is a plus.
Perks & Benefits
- 100% remote work flexibility.
- Comprehensive paid training program.
- Generous employee discounts on Telstra products and services.
- Opportunities for career growth and professional development.
- Health and wellness programs.
- Supportive team environment.
- Access to a wide range of internal resources and tools.
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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