About the Company
Optus is one of Australia’s leading telecommunications companies, providing innovative mobile, internet, and entertainment services to millions of Australians. We are committed to connecting people, fostering innovation, and delivering exceptional customer experiences. Join our dynamic team and be part of a company that is shaping the future of communication.
Job Description
We are urgently seeking dedicated and enthusiastic WFH Customer Support Agents to join our morning shift team. This is a 100% remote position based out of Newcastle, NSW, offering the flexibility to work from the comfort of your home. As a Customer Support Agent, you will be the first point of contact for our valued customers, providing exceptional service, resolving inquiries, and ensuring a positive experience. Your clear communication skills and problem-solving abilities will be crucial in assisting customers with their mobile, internet, and billing queries. This is an exciting opportunity for individuals looking to start or grow their career in customer service within a supportive and fast-paced remote environment.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and chat during morning hours (e.g., 6 AM – 2 PM AEST).
- Provide accurate information regarding Optus products, services, and promotions.
- Troubleshoot technical issues related to mobile and internet services.
- Assist customers with billing inquiries, account management, and service activations/deactivations.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify and escalate complex issues to appropriate departments when necessary.
- Maintain a high level of customer satisfaction through empathetic and efficient service.
- Adhere to company policies and procedures, ensuring data privacy and security.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening skills and a customer-centric approach.
- Ability to empathize with customers and de-escalate challenging situations.
- Proficiency in using computer systems and navigating multiple applications simultaneously.
- Reliable high-speed internet connection and a quiet, dedicated home workspace.
- Basic troubleshooting skills for common technical issues.
- Ability to work independently and manage time effectively in a remote setting.
Preferred Qualifications
- Previous experience in a customer service, call center, or remote support role.
- Familiarity with telecommunications products and services.
- Experience using CRM software (e.g., Salesforce, Zendesk).
- A passion for technology and helping others.
- Ability to learn new systems and processes quickly.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Full-time, stable employment with opportunities for career growth.
- Comprehensive paid training program to equip you for success.
- Work from the comfort of your home – 100% remote.
- Employee discounts on Optus products and services.
- Supportive team environment and regular virtual team-building activities.
- Access to a range of employee wellness 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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