About the Company
Optus is one of Australia’s leading telecommunications providers, connecting millions of Australians to their mobile, internet, and entertainment services. With a commitment to innovation and customer satisfaction, Optus strives to deliver exceptional value and service. We believe in creating a supportive and inclusive environment where our team members can thrive and contribute to connecting people across the nation.
Job Description
Join Optus as a WFH (Work From Home) Support Specialist on casual day shifts and become a vital part of our customer service team. This is a fantastic opportunity for individuals seeking flexible work arrangements and a chance to make a real difference from the comfort of their home. You will be the first point of contact for our valued customers, providing friendly and efficient support for a range of inquiries related to our products and services. We are looking for individuals who are passionate about helping others, possess excellent communication skills, and are comfortable navigating digital tools to resolve customer issues effectively. Full training will be provided to ensure you have all the tools and knowledge to succeed in this dynamic remote role.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
- Provide accurate information regarding Optus products, services, and billing.
- Troubleshoot basic technical issues and guide customers through resolution steps.
- Escalate complex issues to appropriate internal departments when necessary.
- Maintain detailed and accurate records of customer interactions.
- Adhere to company policies and procedures, ensuring data privacy and security.
- Continuously learn about new products and services to enhance customer support.
- Meet or exceed key performance indicators (KPIs) for customer satisfaction and resolution times.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening skills and empathy.
- Ability to problem-solve and think critically under pressure.
- Proficiency in using computers and navigating multiple software applications simultaneously.
- Reliable high-speed internet connection and a quiet home office environment.
- Self-motivated with the ability to work independently in a remote setting.
- Flexibility to work casual day shifts, including weekends if required.
Preferred Qualifications
- Previous experience in a customer service or call center environment.
- Familiarity with telecommunications products and services.
- Experience using CRM software (e.g., Salesforce, Zendesk).
Perks & Benefits
- Flexible casual day shifts to fit your lifestyle.
- Opportunity to work from the comfort of your own home (100% remote).
- Comprehensive paid training and ongoing support.
- Access to Optus employee discounts on products and services.
- Supportive team environment even while working remotely.
- Career development opportunities 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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