Job description Do you want the flexibility to work from home providing exceptional customer service with all the equipment, training and support you need? At Telstra, our customers are at the heart of everything we do. Our mission is to create a connected future so that everyone can thrive, and that’s where you come in We are building our team in Australia and are looking for passionate Customer Service Specialists who are determined to deliver an exceptional experience to our customers. Currently seeking Customer Service Specialists to join their Consumer Faults Team. These roles are commencing on Wednesday 24th January.This role is FT hours and the successful candidate must have flexibility to work on a rotating roster Monday – Sunday 7am – 11pm – committing to 1-2 weekends per month.Work From Home The Role: The Customer Service Specialist will focus on advocating for vulnerable customers and handling various enquiry types, including activities related to Priority Assist faults and services. The Specialist will receive inbound calls from Priority Assist and vulnerable customers, aiming to provide service and support for fault-related calls. This may include following a guided workflow and resolving issues during the inbound call or organizing for a Telstra technician to attend the customer's premises. Key responsibilities: Create a simple and brilliant customer experience Assist customers in understanding, using, and resolving issues Fault restoration and basic billing or account enquiries Demonstrate cultural awareness through flexible interactions with culturally diverse team members and customers. Take ownership of issues, offering solutions and managing within designated timeframes. Be naturally inquisitive and resilient, articulating, listening, and communicating effectively to identify customer needs Comply with established practices, procedures, and legislative requirements, including handling customers in vulnerable circumstances. Identify when a customer is in distress and take appropriate intervention or escalation measures to ensure the recovery of their experience. Availability to meet the operating hours of the business as generated by customer demand. Why Telstra? Flexible working arrangements – full work from home role Fantastic team culture Full training provided Temp – Perm Opportunities Great ongoing career development prospects To ensure success: Have previous experience working in a high volume and high functioning environment (call centre experience desirable) Proven ability to determine priorities, co-ordinate resources and make sound business judgements to best achieve the customer and business requirements High levels of empathy / problem solving skills Exposure to CRM experience is highly desirable Whilst it would be ideal if you have worked in a similar position, if you believe you have the above qualities, please apply now DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.