About Us
We are a leading mobile and internet provider in Australia, driven by the belief that we can make things better for Australians.
We're changing the telco landscape. Our goal is to support vibrant, connected communities where everyone belongs.
Felix
Felix is our digital mobile service that starts conversations through simplicity, outstanding customer service, and having a positive impact on our planet.
We offer three great value mobile phone plans purchased through our digital native app or in-store through retail partners.
What sets us apart:
* We plant a tree for every customer, each month they are subscribed.
Job Description
You will play a vital role as a valued Digital Care Advisor, working with a team of experts to deliver support to customers over digital channels, including live chat, email, and social media.
The fast-paced, dynamic environment demands multitasking, but you'll be empowered to make an impact by resolving customer enquiries and maintaining a professional yet friendly engagement.
Your Responsibilities
* Resolve customer enquiries over multiple channels while maintaining a relaxed and friendly tone.
* Maintain excellent spelling and grammar in written communication, adhering to our guides on tone of voice.
* Evaluate exceptional customer experience through quality assurance, customer service surveys, first contact resolution rate, and KPIs.
* Embody our values when communicating with internal or external parties.
What We Offer
* A flexible hybrid work arrangement, combining home and office work.
* 'Stay Connected Mobile' – access to a free mobile plan.
* 'Stay Connected NBN' – access to a free NBN 100 plan.
* 'Your Leave' - an additional 4 days of leave to be used whenever you like, every year.
* Access to our Learning Hub platform and internal development opportunities.
* Corporate Partner Discounts.
Who We Are Looking For
We welcome candidates who share our customer-first mindset, have a go-getter attitude, and are focused on solutions. Ideal candidates have:
* 12 months+ working in Customer Service environment.
* Advanced understanding of PC applications.
* Experience using web-based CRM systems.
* Typing speed of at least 40 words per minute.
Career Growth Opportunities
We acknowledge the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where our office is located.