About the Company
Telstra is Australia’s leading telecommunications and technology company, offering a wide range of services including mobile, internet, entertainment, and business solutions. We connect millions of Australians every day, and our commitment to customer service is at the heart of everything we do. We foster a diverse and inclusive environment, dedicated to innovation and providing exceptional experiences, ensuring our customers always feel supported.
Job Description
Join Telstra’s dedicated After-Hours Customer Care team, a crucial part of our commitment to round-the-clock customer support. This role is 100% remote, offering you the flexibility to work from home while earning premium rates for your valuable contributions during non-standard hours. You will be the first point of contact for customers needing assistance outside of regular business hours, providing essential support and resolving inquiries efficiently. We are looking for empathetic individuals with a strong desire to help others, who can thrive in a remote setting and uphold Telstra’s high standards of customer service. Comprehensive training will be provided to ensure your success in this role, making it an excellent opportunity for individuals looking to start or advance their career in customer service.
Key Responsibilities
- Respond to customer inquiries and service requests during designated after-hours shifts, including evenings, weekends, and public holidays.
- Provide accurate information and effective solutions to customer concerns related to Telstra products and services (mobile, internet, fixed line).
- Troubleshoot technical issues, guide customers through problem-solving steps, and escalate complex cases to specialized teams when necessary.
- Document all customer interactions and resolutions thoroughly and accurately in our CRM system.
- Maintain a high level of customer satisfaction through professional, courteous, and efficient service.
- Adhere to company policies and procedures, ensuring data privacy and security in all interactions.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Proficiency in basic computer usage and navigating multiple applications simultaneously.
- A patient, empathetic, and customer-focused approach.
- Ability to work independently and manage time effectively in a remote environment.
- Reliable high-speed internet connection and a quiet home office setup.
Preferred Qualifications
- Previous experience in a customer service or contact centre role (even informal or volunteer experience is valued).
- Familiarity with telecommunications products and services.
- Experience with CRM software and remote communication tools.
Perks & Benefits
- Premium hourly rates for after-hours work.
- 100% remote work opportunity, allowing for greater work-life balance.
- Comprehensive paid training program.
- Opportunities for career growth and professional development within Telstra.
- Employee assistance program for personal and professional support.
- Generous telecommunication discounts on Telstra products and services.
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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