About the Company
Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, and entertainment solutions to millions of customers across the nation. We are committed to connecting people and businesses, fostering innovation, and delivering exceptional customer experiences. Our diverse team works together to build a better future, and we pride ourselves on our inclusive culture and opportunities for growth.
Job Description
We are seeking a dedicated and empathetic WFH Customer Retention Agent with a strong focus on chat and email interactions to join our remote team. In this crucial role, you will be the frontline for our existing customers, proactively addressing their concerns, resolving issues, and demonstrating the value of their ongoing relationship with Telstra. Your primary goal will be to retain customers who are considering leaving by providing outstanding service and tailored solutions, all from the comfort of your home office.
Key Responsibilities
- Engage with customers primarily through chat and email channels to address their inquiries and concerns.
- Identify customer needs and pain points, providing effective solutions to prevent churn.
- Proactively offer product and service enhancements that align with customer usage and preferences.
- Handle complex customer issues, demonstrating excellent problem-solving skills and a calm demeanor.
- Document all customer interactions accurately and efficiently in our CRM system.
- Collaborate with internal teams to resolve escalated issues and improve customer satisfaction.
- Stay up-to-date with Telstra's products, services, and promotional offers.
- Meet and exceed individual and team retention targets and quality metrics.
Required Skills
- Excellent written communication skills with strong grammar and spelling for chat and email interactions.
- Demonstrated ability to empathize with customers and understand their perspectives.
- Strong problem-solving and negotiation skills.
- Ability to work independently and manage time effectively in a remote environment.
- Proficiency with CRM software and general computer applications.
- Reliable high-speed internet connection and a quiet home office setup.
Preferred Qualifications
- Previous experience in a customer retention or customer service role, particularly in a chat/email environment.
- Experience in the telecommunications industry.
- Familiarity with Telstra products and services.
- A track record of meeting or exceeding customer satisfaction and retention goals.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive remote training and ongoing professional development.
- Access to a supportive and collaborative virtual team environment.
- Employee discounts on Telstra products and services.
- Opportunity to work from home, providing flexibility and work-life balance.
- Career progression opportunities within a leading Australian 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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