About the Company
Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, and entertainment. We are committed to creating a connected future for everyone and pride ourselves on a strong customer focus and a vibrant, inclusive workplace. Our Cairns team plays a crucial role in supporting our customers across Queensland and beyond, ensuring they receive the best possible service and solutions.
Job Description
Join our dynamic team in Cairns as a Messaging Support Officer, playing a vital role in connecting with our customers through digital channels. This casual position offers flexible afternoon shifts, perfect for individuals seeking to balance work with other commitments. You will be the first point of contact for customer inquiries, providing timely and accurate support via chat and messaging platforms. We’re looking for individuals with excellent written communication skills, a knack for problem-solving, and a genuine desire to help others. Full training will be provided to ensure you’re equipped to succeed in this exciting role.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via live chat, social media, and other messaging platforms.
- Accurately diagnose customer issues and provide effective, efficient solutions.
- Guide customers through troubleshooting steps for various Telstra products and services.
- Escalate complex or unresolved issues to relevant internal departments when necessary.
- Maintain detailed and accurate records of customer interactions and resolutions in our CRM system.
- Adhere to company policies and procedures, ensuring a high standard of customer service.
- Continuously learn about new products, services, and system updates to enhance support capabilities.
- Collaborate with team members to share knowledge and improve overall service delivery.
Required Skills
- Exceptional written communication and grammar skills.
- Strong problem-solving abilities and a methodical approach to challenges.
- Customer-centric mindset with a passion for helping others.
- Proficiency in navigating multiple computer systems and applications.
- Ability to work effectively in a fast-paced digital environment.
- Flexibility to work varied afternoon shifts, including weekends if required.
- Reliable and punctual with a strong work ethic.
Preferred Qualifications
- Previous experience in a customer service, contact centre, or digital support role.
- Familiarity with telecommunications products and services.
- Experience using CRM software and messaging platforms for customer interaction.
- A keen interest in technology and digital trends.
- High school diploma or equivalent.
Perks & Benefits
- Competitive casual loading rates.
- Flexible afternoon shifts to suit your lifestyle.
- Comprehensive paid training program.
- Supportive and collaborative team environment.
- Opportunities for career development and growth within Telstra.
- Employee discounts on Telstra products and services.
- Modern office facilities in the heart of Cairns.
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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