Customer Support Officer

Jk Personnel; Melbourne; Hybrid; AUD 52,000 - 70,000; Full time

Benefits offered by this job

Permanent position

Hands-on training

Hybrid work after probation

Job summary

JK Personnel in Melbourne, Australia, is seeking energetic Customer Service Operators to join a growing team. It specialises in inbound call centre support for the telecommunications sector and is ranked highly for customer satisfaction.

The role of Customer Support Officer involves handling a range of inquiries—technical support, billing issues, mobile/wireless troubleshooting, and service upgrades (including the 3G network transition).

Qualifications

• Prior call centre and case management experience.
• High-level written and verbal communication skills.
• Strong IT skills and ability to learn new applications.

Responsibilities

• Respond to customer inquiries related to sales, provisioning, activations, faults, and billing.
• Troubleshoot mobile phone and wireless issues and guide resolution steps.
• Record and update customer information per guidelines and contractual obligations.
• Promote and upsell Telstra products or services as appropriate.
• Escalate issues to the appropriate department when needed.

Skills

Call centre experience

Communication skills

IT skills

Problem solving

Job description

• Join a large organisation and be provided with hands‑on training


• Permanent positions offering job security


• Hybrid work from home flexibility after 3-4 months

Company

Located in Melbourne’s CBD, JK’s client is seeking enthusiastic Customer Service Operators to join their growing team. Specialising in inbound call centre support for the telecommunications industry and ranked number one for customer satisfaction, they are committed to delivering exceptional service and efficiency as they continue to expand.

The Role:

As a Customer Support Officer, you will be the first point of contact for customers, using excellent communication skills and product knowledge to deliver outstanding service. You will manage a range of inquiries including technical support, billing issues, mobile and wireless troubleshooting, and service upgrades (including the 3G network transition). This role includes paid training, ongoing development, and opportunities to learn from industry leaders in a fast-paced, supportive environment.

Key Responsibilities:

• Respond to customer inquiries related to sales, provisioning, activations, faults, and billing, using scripts, guidance tools, and service standards.


• Troubleshoot mobile phone and wireless connection issues, identifying root causes and walking customers through resolution steps.


• Record and update customer information in accordance with company guidelines and contractual obligations.


• Promote and recommend alternative Telstra products or services in alignment with upselling and cross-selling processes.


• Effectively transfer or escape customer issues to the appropriate department when necessary.

Requirements:

• Prior call centre and case management experience.


• High-level of communication skills (written and verbal).


• Enthusiasm for customer satisfaction


• Strong IT skills and ability to learn new applications.


• Problem-solving skills and the ability to manage challenging conversations.


• Availability to work 38 hours a week within 7am to 11:30pm AEST. Rotating roster with Weekend working


• Reliable, consistent, and committed to high-quality results.

About JK Personnel

At JK Personnel, we put people first. Our success is built on fostering meaningful, long-term relationships with both clients and candidates. By understanding your unique needs and goals, we go beyond simply filling roles—we create partnerships that last. Our team of consultants have built strong networks and an excellent reputation for our service with a proven track record of finding the right people to fill positions, fast.

Note: Successful applicants will need to provide proof of COVID vaccination and demonstrate full working rights.