Complex Customer Service Specialist Job at Telstra – Australia

Connect with Telstra

At Telstra, our customers are at the heart of everything we do. And that’s where you come in – to help us realise our vision of creating a brilliantly connected future for everyone!

The role with us

We are a high performing centre based predominantly in Adelaide and operate in the exciting world of Messaging. Our goal to provide a best-in-class experience responding to customers though our asynchronous chat platform. We’re the experts relating to Telstra products and services, delivering solutions uniquely designed for each customer.

We’re all about helping our customers connect in new and better ways – so your flair in making the complex simple, and ability to deliver a unique, memorable experience to our customers, every time, is what we aim to achieve every day.

Our teams have two core functions: Supporting customers through Messaging and supporting customers through Social Media. Individually both functions have key priorities, ranging from managing High Risk and Vulnerable (domestic violence, self-harm, vulnerable customers and more) traffic through Messaging/Social Media, to responding to all core traffic on Social Media, focusing on engaging with customers to drive brand and reputation.

For this specific recruitment we are hiring for our Messaging and Hybrid teams – These teams spend the majority of time working in messaging and take Social Media traffic as overflow.

Who we look for

To thrive in a career with our team, you will be confident, knowledgeable and resilient. You’ll work well within our team and bring a positive attitude and drive to exceed KPI’s.

Strong written communication skills – allowing you to easily connect and develop rapport with others and drive customer satisfaction

Previous experience with core Telstra systems (e.g. Siebel/Console) is ideal, but not required

A passion for customer service

The ability to think critically – we operate in a very public and high risk platform which requires quick thinking and the ability to adapt

Successful candidates must be able to commit to working shifts spanning across 24 hours a day 7 days a week

Ability to work from home (we currently work from home full time, with optional/occasional required in office days).

Social, messaging and community management experience are desired, but not required

Experience managing Vulnerable customers, sensitive traffic, mental well being is also desired, but not required.

Successful candidates must be able to commit to a 12 Month Fixed Term Position

Additional Note:
This role requires the successful candidate to be vaccinated against Covid-19, to ensure the safety and wellbeing of our people and customers. However, please speak to us if you have any questions about this based on your individual circumstances.


If you have a real passion for delivering brilliant customer service, and would thrive as part of our fun, dedicated team – connect with us and apply!

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

About the Company

Company: Telstra –

Company Location:  Australia

Estimated Salary:

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