About the Company
Optus is one of Australia’s largest telecommunications companies, providing mobile, internet, TV, and business services to millions of customers. We are committed to connecting people and businesses, fostering innovation, and delivering exceptional customer experiences. Join our team and be part of a company that is shaping Australia’s digital future.
Job Description
We are seeking dedicated and empathetic individuals to join our After-Hours Customer Care team. This is a crucial role where you will be the first point of contact for customers needing support outside of standard business hours, handling a variety of inquiries from technical assistance to billing and account management. This role offers premium rates for after-hours work and the flexibility of a remote work model, allowing you to deliver outstanding service from the comfort of your home. You will be provided with comprehensive training and ongoing support to ensure your success.
Key Responsibilities
- Provide exceptional customer service and support to Optus customers during after-hours periods.
- Respond to customer inquiries and resolve issues efficiently via phone, chat, and email.
- Diagnose and troubleshoot technical problems related to mobile, internet, and other Optus services.
- Assist customers with billing inquiries, account changes, and service upgrades/downgrades.
- Escalate complex issues to appropriate departments when necessary, ensuring seamless customer resolution.
- Maintain accurate records of customer interactions and transactions in our CRM system.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Identify opportunities to improve customer satisfaction and contribute to a positive team environment.
Required Skills
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and a methodical approach to troubleshooting.
- Ability to empathise with customers and maintain a calm, professional demeanor under pressure.
- Proficiency in using computer systems and navigating multiple applications simultaneously.
- Reliable internet connection and a quiet, dedicated home office space.
- Availability to work evening, weekend, and public holiday shifts.
Preferred Qualifications
- Previous experience in a customer service or call centre environment.
- Familiarity with telecommunications products and services.
- Experience with CRM software (e.g., Salesforce, Zendesk).
- A passion for technology and helping others.
Perks & Benefits
- Competitive premium rates for after-hours work.
- 100% remote work flexibility.
- Comprehensive paid training program.
- Opportunities for career growth and professional development within Optus.
- Employee discounts on Optus products and services.
- Supportive team environment and leadership.
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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