Customer Care Agent

About the Company

Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, fixed line, and enterprise solutions. We are committed to connecting Australians and helping businesses thrive in the digital age. With a strong focus on innovation and customer experience, we are constantly evolving to meet the needs of our diverse customer base.

Job Description

Join Telstra, Australia’s leading telecommunications and technology company, as a Customer Care Agent. In this pivotal hybrid role, you will be the friendly and knowledgeable voice of our brand, helping customers with their queries, resolving issues, and ensuring they have the best possible experience with our products and services. We are looking for empathetic and solution-oriented individuals who thrive in a fast-paced environment and are eager to make a difference. This is a full-time position based in our Brisbane office with a flexible hybrid work model, allowing you to balance office collaboration with remote work from home. You’ll spend part of your week in our state-of-the-art office facility, engaging with your team and supervisors, and the other part working remotely, ensuring you have the flexibility you need while staying connected to our vibrant culture.

Key Responsibilities

• Provide exceptional customer service via phone, email, and chat, addressing inquiries related to billing, technical support, account management, and product information.
• Diagnose and resolve customer issues efficiently and effectively, escalating complex problems to senior support as needed.
• Maintain accurate and detailed records of customer interactions and transactions in our CRM system.
• Educate customers on Telstra products, services, and new offerings, identifying opportunities to enhance their experience.
• Collaborate with internal teams to ensure seamless service delivery and customer satisfaction.
• Adhere to company policies, procedures, and service level agreements.
• Participate in ongoing training and development programs to enhance product knowledge and service skills.

Required Skills

• Minimum of 1 year of experience in a customer service or contact centre environment.
• Excellent verbal and written communication skills with a clear and professional telephone manner.
• Strong problem-solving abilities and a genuine desire to help others.
• Proficiency in using CRM software and common office applications.
• Ability to work effectively both independently and as part of a team.
• Resilience and adaptability in handling challenging customer interactions.
• A reliable home internet connection and a quiet workspace for remote working days.

Preferred Qualifications

• Previous experience in the telecommunications industry.
• Familiarity with Telstra products and services.
• Experience with technical troubleshooting for internet or mobile services.

Perks & Benefits

• Competitive salary package and performance-based incentives.
• Comprehensive health and wellness programs.
• Generous employee discounts on Telstra products and services.
• Opportunities for career growth and professional development within a leading Australian company.
• A supportive and inclusive work environment with a strong team culture.
• Flexible hybrid work model to support work-life balance.

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