Online Client Communication Assistant

About the Company

Telstra is Australia’s leading telecommunications and technology company, connecting millions of Australians to what matters most. We provide innovative mobile, internet, entertainment, and business solutions, driven by a commitment to exceptional customer experience and technological advancement. Join us in shaping Australia’s digital future.

Job Description

Are you a highly empathetic and articulate communicator with a passion for helping others? Telstra is seeking an Online Client Communication Assistant to join our dynamic team. In this 100% remote role, you will be the first point of contact for our valued clients, providing prompt, professional, and friendly support across various digital channels. You will play a crucial role in ensuring our clients have a seamless and positive experience with Telstra’s products and services, resolving inquiries, troubleshooting issues, and maintaining detailed records of interactions. This is an exciting opportunity to contribute to a leading Australian company from the comfort of your home.

Key Responsibilities

• Respond promptly and professionally to client inquiries via chat, email, and social media platforms.
• Provide accurate, comprehensive information and effective solutions regarding Telstra's products and services.
• Perform initial troubleshooting for basic technical issues and escalate complex problems to relevant internal teams.
• Maintain meticulous records of all client interactions, issues, and resolutions in our CRM system.
• Identify trends in client feedback and suggest improvements to enhance service quality and customer satisfaction.
• Collaborate effectively with cross-functional teams to ensure timely and efficient client support.
• Adhere to company policies and procedures, including data privacy and security guidelines.

Required Skills

• Exceptional written communication and interpersonal skills.
• Proven proficiency in navigating and utilizing various online communication tools and platforms.
• Strong analytical and problem-solving capabilities, with an ability to think critically.
• A genuine customer service orientation and a commitment to client satisfaction.
• Demonstrated ability to work autonomously and manage time effectively in a remote work environment.
• High level of attention to detail and accuracy in all tasks.
• Basic computer literacy and comfort with standard office software.

Preferred Qualifications

• Prior experience in an online customer support role, call centre, or similar client-facing position.
• Familiarity with telecommunications products, services, and industry terminology.
• Experience using CRM software (e.g., Salesforce, Zendesk) for managing client interactions.
• A diploma or degree in Communications, Business Administration, or a related field.
• Ability to adapt quickly to new technologies and evolving service requirements.

Perks & Benefits

• 100% remote work flexibility, allowing you to work from anywhere in Australia.
• Comprehensive health and wellness programs to support your well-being.
• Generous superannuation contributions to help secure your future.
• Opportunities for ongoing professional development, training, and career progression.
• Exclusive employee discounts on Telstra products and services.
• Access to an Employee Assistance Program for confidential support.
• A supportive and inclusive team culture.

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