Customer Solutions Specialist – Australian Telco (NBN / Mobile / Cloud PBX)

Goodtel Communications Pty Ltd; Philippines; Hybrid; PHP 335,000 - 469,000; Full time

Benefits offered by this job

Hybrid setup

HMO of choice

Incentive program

Promotions potential

Paid training

Job summary

Goodtel Communications Pty Ltd in the Philippines is seeking a Customer Support Specialist to resolve day-to-day enquiries and ensure smooth onboarding for new residential and business customers. You will be the voice customers hear when fixing issues and when enabling new services, shaping their initial impression of Goodtel.

You will handle multi-channel tickets (calls, chat, email), provide basic technical support, and coordinate service orders with suppliers and carriers.

Qualifications

• 3+ years of experience in the Australian Telco industry.
• Solid understanding of NBN, mobile, and/or Cloud PBX products and processes.
• Excellent written and verbal communication.
• Strong attention to detail in ticket handling and documentation.
• Customer-centric mindset with strong follow-up and administration skills.
• High discipline on attendance, reliability and punctuality.
• Flexible and adaptable to change; able to manage multiple projects to deadline.
• Proactive with ownership; know when to escalate.
• Integrity and accountability in handling customer data.
• Good problem-solving skills with logical thinking.

Responsibilities

• Support customers with enquiries across telco products — broadband, mobile, cloud PBX, 1300/1800, and business grade fibre
• Handle billing enquiries, outstanding orders, and basic technical support
• Manage customer enquiries across calls, chat and email, including outbound calls
• Deal with faults and drive toward the quickest resolution
• Manage issues and escalations with customer advocacy
• Manage end-to-end onboarding for new residential and business customers
• Handle basic provisioning of mobile and internet orders
• Coordinate service orders, track progress, and follow up with suppliers and carriers
• Maintain records and manage tickets with urgency and care
• Escalate issues appropriately within defined timelines

Skills

Telco experience

Customer service

Multi-channel support

Attention to detail

Communication skills

Job description

About the role

This role sits at two of the most important touchpoints in the customer journey: resolving day-to-day support enquiries, and getting new services set up smoothly from the start. You'll be the voice customers hear both when something needs fixing and when something new is being switched on; How you handle both moments shapes their impression of Goodtel.

Key responsibilities

• Support customers with enquiries across telco products — broadband, mobile, cloud PBX, 1300/1800, and business grade fibre
• Handle billing enquiries, outstanding orders, and basic technical support (when required)
• Manage customer enquiries across all channels - calls, chat, and email, including outbound calls
• Deal with faults and drive toward the quickest resolution
• Manage customer issues and escalations where applicable, maintaining customer advocacy throughout
• Manage end-to-end onboarding for new residential and business customers
• Handle basic provisioning of mobile and internet orders
• Coordinate service orders, track progress, and follow up with suppliers and carriers
• Maintain accurate records and manage tickets with urgency and care
• Escalate issues appropriately and within defined timelines

About you

• 3+ years of experience in the Australian Telco industry
• Solid understanding of NBN, mobile, and/or Cloud PBX products and processes
• Excellent written and verbal communication - able to document clearly and concisely
• Strong attention to detail - accuracy in ticket handling, documentation, and customer information
• Customer-centric mindset with excellent follow-up and administration skills
• High discipline on attendance, reliability, and punctuality
• Flexible and adaptable to change; able to manage multiple projects to deadline
• Proactive with a strong sense of ownership — no dropped balls, and know when to escalations
• Integrity and accountability, particularly in handling customer data securely
• Good problem-solving skills with logical thinking

Benefits

• Hybrid setup, morning shift
• Choice of your own HMO
• Incentive program — earn on top of base salary up to Php 3,000/month
• Career growth in a small, fast-growing team
• Paid training and opportunities for promotion