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 brilliant connected future for everyone and pride ourselves on innovation, customer service, and a diverse, inclusive workplace. With a strong presence across Australia, including regional centres like Cairns, we connect millions of Australians every day.
Job Description
Join our dynamic team in Cairns as a Messaging Support Officer, assisting our valued customers through various digital communication channels. This role is perfect for individuals seeking flexible afternoon shifts with casual loading, allowing you to balance work with your lifestyle. We are looking for empathetic and articulate communicators who are passionate about delivering exceptional customer service. Full comprehensive training will be provided, making this an excellent opportunity for those looking to start or grow their career in customer support.
Key Responsibilities
- Respond promptly and professionally to customer enquiries via online chat, social media, and other messaging platforms.
- Provide accurate and helpful information, troubleshooting support, and effective solutions to resolve customer issues efficiently.
- Escalate complex or unresolved customer issues to senior support or specialized teams as needed, ensuring a seamless customer experience.
- Maintain precise and detailed records of all customer interactions and resolutions in our CRM system.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs).
- Continuously update knowledge on Telstra products, services, and system enhancements.
- Collaborate with team members to share knowledge and improve overall service delivery.
Required Skills
- Excellent written communication skills with a clear, concise, and professional tone.
- Strong active listening skills and empathy to understand and address customer needs effectively.
- Basic computer proficiency and the ability to navigate multiple systems simultaneously.
- A positive attitude, strong work ethic, and a genuine desire to help customers.
- Reliability and punctuality for scheduled shifts.
- Ability to work both independently and collaboratively within a team environment.
Preferred Qualifications
- Previous experience in a customer service role (e.g., retail, hospitality, call centre, or online support).
- Familiarity with CRM software or customer support platforms.
- Proficient typing speed and accuracy.
- An understanding of basic telecommunications products and services.
Perks & Benefits
- Competitive casual loading pay rate.
- Flexible afternoon shifts to accommodate your personal commitments.
- Comprehensive paid training program to equip you with all necessary skills.
- Opportunities for career development and advancement within a leading Australian company.
- Employee discounts on Telstra products and services.
- Supportive and inclusive work environment.
- Modern office facilities located in 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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