Job Description: Telco Helpdesk L1 (Associate Customer Support) in Brisbane & Melbourne
Freshers are Welcome
Accepted Visa subclasses: 489, 491, 485, 190, 189, 887, Citizen, PR.
Duration: 1-year Fixed Term contract role with leaves
Experience: Call center experience preferred:
0-3 months - 45k + super + shift allowance
3-6 months - 46.5k + super + shift allowance
6 months and above - 50k + super + shift allowance
Shift Timings: 7AM to 11PM (rotational shifts, any 8-hour shift within this window as per roster)
Shift Types:
Afternoon shift: finishes after 7:00 pm and at or before midnight
Night shift: finishes after midnight and at or before 7:00 am
Consecutive night shifts: lasting 4 weeks or longer without rotation
Client: Largest Telecom Network in Australia
Key Responsibilities:
Troubleshoot network-related issues and assist customers in understanding, using, and resolving issues related to products and services
Negotiate effectively to gain support and agreement, balancing stakeholder interests
Apply strong negotiation techniques and influence confidently to close opportunities
Sell products and services that meet customer needs
Establish good customer relationships to create a positive customer experience
Engage across multimedia platforms with excellent interaction skills
Demonstrate cultural awareness through listening and flexible interaction with diverse customers and team members
Follow procedures and support customers in complying with safety and environmental legislation
Take ownership of issues and manage end-to-end delivery within set timeframes
Be inquisitive, resilient, and communicate effectively to identify and solve customer concerns
Skills Required:
Understanding customer needs
Excellent communication and technical skills
Good listening skills and customer-centric approach
Analytical and problem-solving skills
Resilience in resolving customer issues and negotiating solutions
Proficiency in MS Office
Ability to work collaboratively in a team environment
Experience: 0-3 years
Work Hours: 38 hours/week, plus half-hour daily break
Work Days: Monday to Sunday with two consecutive days off as per roster
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