About the Company
Optus is one of Australia’s leading telecommunications companies, providing mobile, internet, entertainment, and business services to millions of Australians. We are committed to connecting people and businesses, fostering innovation, and delivering exceptional customer experiences. Our values drive us to be bold, inspiring, and customer-focused, empowering our teams to thrive in a dynamic and supportive environment.
Job Description
Join Optus as a Work From Home Customer Support Specialist, where you’ll be the first point of contact for our valued customers, providing exceptional service and technical assistance. This role offers flexible shift work options to fit various lifestyles, allowing you to contribute to a leading Australian telco from the comfort of your home. You will be responsible for resolving inquiries, troubleshooting issues, and ensuring a positive customer journey. We are looking for individuals who are passionate about helping others and eager to learn in a fast-paced, remote environment.
Key Responsibilities
- Handle incoming customer inquiries via phone, chat, and email in a professional and timely manner.
- Provide accurate information, solutions, and support regarding Optus products and services.
- Diagnose and troubleshoot technical issues, guiding customers through resolution steps.
- Process customer requests, including account changes, billing inquiries, and service activations/deactivations.
- Escalate complex issues to appropriate internal teams when necessary.
- Maintain detailed and accurate records of customer interactions and resolutions.
- Adhere to company policies, procedures, and service level agreements.
- Continuously improve product knowledge and customer service skills through ongoing training.
Required Skills
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency in navigating multiple computer systems and applications.
- Ability to work independently in a remote setting with minimal supervision.
- Stable high-speed internet connection and a dedicated quiet home workspace.
- Availability to work flexible shifts, including evenings, weekends, and public holidays.
- Demonstrated empathy and patience in customer interactions.
Preferred Qualifications
- Previous experience in a customer service or call center environment (preferably 6 months+).
- Familiarity with telecommunications products and services.
- Experience with CRM software (e.g., Salesforce, Zendesk).
- A strong desire to learn and adapt to new technologies.
Perks & Benefits
- Competitive salary package with performance incentives.
- Comprehensive training program and ongoing professional development.
- Flexible shift options to promote work-life balance.
- Employee discounts on Optus products and services.
- Access to employee assistance programs and wellness initiatives.
- Opportunity to work with a leading Australian brand.
- Supportive virtual team environment.
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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