Customer Service Associate

About the Company

Optus is one of Australia’s largest telecommunications companies, providing mobile, internet, and fixed-line services to millions of Australians. We are committed to connecting people, fostering innovation, and creating a brighter future for our customers. Join our team and be part of a dynamic environment that values diversity, collaboration, and exceptional customer experiences.

Job Description

We are seeking an enthusiastic and dedicated Entry-Level Customer Service Associate to join our remote team. In this role, you will be the first point of contact for our valued customers, providing friendly, efficient, and knowledgeable support across a range of inquiries. This is a fantastic opportunity for individuals looking to start their career in customer service, with comprehensive training and ongoing support provided. You will play a crucial role in enhancing customer satisfaction and upholding Optus’s reputation for excellent service, all from the comfort of your home.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
• Provide accurate information and solutions regarding Optus products, services, and billing.
• Resolve customer issues and complaints with empathy and efficiency, escalating complex cases when necessary.
• Maintain detailed and accurate records of customer interactions and transactions.
• Educate customers on self-service options and new product offerings.
• Adhere to company policies, procedures, and service level agreements.
• Collaborate with team members and other departments to ensure a seamless customer experience.
• Continuously learn and adapt to changes in products, services, and systems.

Required Skills

• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in basic computer applications and navigating multiple systems.
• A positive attitude and a passion for helping others.
• Ability to work independently and as part of a remote team.
• Reliable high-speed internet connection and a quiet home office environment.

Preferred Qualifications

• Prior experience in a customer-facing role (e.g., retail, hospitality).
• Familiarity with telecommunications products and services.
• Experience using CRM software.
• A tertiary qualification (certificate or diploma) in a relevant field.

Perks & Benefits

• Competitive salary and performance-based incentives.
• Comprehensive paid training and ongoing professional development.
• Generous employee discounts on Optus products and services.
• Access to employee assistance programs and wellness initiatives.
• Opportunity for career growth within a leading telecommunications company.
• Flexible remote work environment.
• Contribution to home office setup (e.g., equipment).

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