About the Company
Telstra is Australia’s leading telecommunications and technology company, offering a wide range of communications services, including mobile, internet, and pay television. We are committed to fostering a diverse and inclusive workplace where innovation thrives and employees are empowered to grow their careers.
Job Description
We are seeking a dedicated and experienced Remote Customer Service Lead to join our dynamic team. This is a unique opportunity to lead and inspire a team of remote customer service representatives, ensuring exceptional service delivery and continuous improvement from the comfort of your home office. You will be instrumental in coaching, mentoring, and developing your team while upholding Telstra’s commitment to customer satisfaction and operational excellence. This role offers significant career growth potential within a supportive and forward-thinking environment.
Key Responsibilities
- Lead, coach, and motivate a team of remote customer service representatives to meet and exceed performance targets.
- Monitor team performance and provide regular feedback and coaching to ensure high-quality service and customer satisfaction.
- Handle escalated customer inquiries and resolve complex issues efficiently and effectively.
- Develop and implement strategies to improve customer service processes and team efficiency.
- Conduct regular team meetings and one-on-one sessions to foster team cohesion and individual development.
- Ensure compliance with company policies, procedures, and service level agreements.
- Contribute to the ongoing training and development of team members.
- Generate and analyze performance reports to identify trends and areas for improvement.
Required Skills
- Proven experience of at least 3 years in a customer service leadership or supervisory role.
- Excellent verbal and written communication skills.
- Strong problem-solving and decision-making abilities.
- Ability to motivate and inspire a remote team.
- Proficiency in CRM software and standard office applications.
- Strong organizational and time management skills.
- A quiet, dedicated home office space with reliable internet connection.
Preferred Qualifications
- Tertiary qualification in business administration, communications, or a related field.
- Experience in the telecommunications industry.
- Familiarity with remote team management tools and best practices.
- Demonstrated ability to drive continuous improvement initiatives.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health and wellness programs.
- Generous paid time off and flexible working arrangements.
- Opportunities for career advancement and professional development.
- Employee discounts on Telstra products and services.
- Access to an employee assistance program.
- Support for setting up an ergonomic home office.
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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