About the Company
Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, and entertainment solutions. We are committed to connecting people and businesses, fostering innovation, and providing exceptional customer experiences. Our values drive us to create a diverse and inclusive environment where every team member can thrive and contribute to our vision.
Job Description
We are seeking a highly motivated and detail-oriented Email Response Specialist to join our customer service team. This unique role focuses exclusively on written communication, handling customer inquiries, resolving issues, and providing support entirely through email correspondence. There is absolutely no phone work involved. You will have the flexibility to choose your own hours, allowing for a work-life balance that suits your personal needs. This is a 100% remote position, offering the convenience of working from anywhere within Australia.
Key Responsibilities
- Manage and prioritize a high volume of customer email inquiries efficiently and effectively.
- Compose clear, concise, and empathetic written responses to customer questions and concerns.
- Research and analyze customer issues to provide accurate and comprehensive solutions.
- Escalate complex problems to appropriate internal teams when necessary, ensuring timely follow-up.
- Maintain a high level of customer satisfaction by delivering excellent service in every interaction.
- Adhere to established service level agreements (SLAs) and quality standards for email responses.
- Contribute to the continuous improvement of customer service processes and knowledge base content.
Required Skills
- Exceptional written communication and grammar skills in English.
- Strong attention to detail and accuracy in all written correspondence.
- Proficiency in basic computer applications and web navigation.
- Ability to work independently and manage time effectively in a remote environment.
- Empathy and a customer-centric mindset.
- Ability to learn new systems and processes quickly.
Preferred Qualifications
- Previous experience in a customer service role (any channel).
- Familiarity with CRM software or ticketing systems.
- Experience working in a remote or flexible work environment.
- High school diploma or equivalent.
Perks & Benefits
- Flexible working hours to suit your lifestyle.
- 100% remote work opportunity.
- Comprehensive paid training and ongoing professional development.
- Access to a supportive team and virtual community.
- Career growth opportunities within a leading Australian company.
- Employee assistance program and wellness initiatives.
- Competitive salary package.
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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