Complex Customer Service Specialist, Telstra

Complex Customer Service Specialist

Telstra

Location:
Australia, Melbourne

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As an Enhanced Care Officer, you will play a critical role in supporting customers experiencing vulnerability, hardship, or complex personal circumstances. This role ensures that customers receive empathetic, fair, and tailored support while maintaining compliance with regulatory obligations and internal service standards.

Job Responsibility:

Respond to inbound calls from customers experiencing hardship or vulnerability, including domestic and family violence
Make outbound calls to follow up on support plans, documentation, or wellbeing checks
Assess customer needs and apply the right support pathways with care and confidence
Follow structured processes for hardship, domestic and family violence, and critical care scenarios
Support high-risk or complex cases, working with your team lead or SME when needed
Keep accurate and confidential case notes in our internal systems
Collaborate with your team and other departments to resolve cases smoothly
Join team huddles, training sessions, and feedback loops to keep growing
Balance empathy with compliance and operational efficiency
Contribute to a safe, inclusive, and respectful team culture

Requirements:

Communicates with empathy and professionalism in sensitive situations
Actively listens and de-escalates emotionally charged conversations
Applies sound judgment in complex or non-standard cases
Follows structured processes and maintains accurate case records
Demonstrates emotional resilience and self-awareness
Respects cultural and individual differences in all interactions
Collaborates effectively with team members and stakeholders
Adapts quickly to changing priorities and customer needs
Understands and applies relevant compliance and privacy obligations

What we offer:

Flexibility to work from home
Training provided
Inclusive and respectful workplace culture

Additional Information:

Job Posted:
June 04, 2025

Expiration:
June 18, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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