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As a Customer Service Representative (Agent), you will be the frontline support for our client’s players, assisting with inquiries, issues, and feedback across game functionality, account management, in-game purchases, and community guidelines. Your role is crucial for maintaining player satisfaction, fostering loyalty, and bridging communication between the global gaming audience and internal/external teams. You will respond to inquiries, diagnose issues, document cases, and uphold company policies.

<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Description</h2>Role SummaryAs a Customer Service Representative (Agent), you will be the frontline support for our client’s players. You’ll assist with inquiries, issues and feedback spanning game functionality, account management, in-game purchases, and community guidelines. Your role is vital in preserving player satisfaction, fostering loyalty, and helping bridge communication between our global gaming audience, internal and external teams (e.g., QA, Development, Community & UX).<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Key Responsibilities</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Respond promptly, courteously and effectively to player support inquiries via email, chat and/or ticketing system.</li><li class="leading-relaxed">Diagnose player issues (account login, billing, in-game transactions, technical glitches, user interface issues, platform-specific problems) and either provide resolution or escalate to the appropriate internal team.</li><li class="leading-relaxed">Document cases thoroughly and accurately, maintaining knowledge-base entries and player histories for future reference.</li><li class="leading-relaxed">Communicate clearly in player-friendly language: explain steps, guide through processes, manage expectations for resolution times.</li><li class="leading-relaxed">Monitor recurring patterns in player issues and feedback, liaise with QA/Dev/Community teams to feed actionable insights.</li><li class="leading-relaxed">Uphold company policy, compliance and game-community guidelines; escalate incidents of abuse, cheating or inappropriate behaviour to the moderation team.</li><li class="leading-relaxed">Maintain high player-satisfaction metrics (e.g., first-reply time, resolution time, quality ratings) while adhering to SLAs.</li><li class="leading-relaxed">Contribute to the continuous improvement of support processes, self-help tools, FAQs and player onboarding materials.</li><li class="leading-relaxed">Stay current with game features, updates and platform changes so you can provide accurate and up-to-date assistance.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Requirements</h2><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Qualifications & Skills</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Excellent written (and if applicable, spoken) communication skills in English; additional languages (e.g., Spanish, German, French, Italian) a strong plus.</li><li class="leading-relaxed">Strong interest or familiarity with video games (especially open-world titles) and an understanding of gaming platforms, terminology and player-mindset.</li><li class="leading-relaxed">Previous experience in customer service, technical support or player support environment (preferably within gaming or digital entertainment).</li><li class="leading-relaxed">Analytical mindset and good problem-solving skills: able to triage issues, ask the right questions and escalate when needed.</li><li class="leading-relaxed">Empathetic attitude: able to engage with frustrated or confused users and turn the experience into a positive interaction.</li><li class="leading-relaxed">Familiarity with ticketing systems (e.g., Zendesk) and ability to learn internal tools quickly.</li><li class="leading-relaxed">Ability to work flexible hours (availability in evenings or weekends may be required to match global player time-zones).</li><li class="leading-relaxed">Strong collaboration skills: work effectively with Community, QA, Development, and other teams.</li><li class="leading-relaxed">KPI-driven mindset: focused on achieving performance metrics and using data to drive continuous improvement</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Benefits</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">We are offering a fijo-discontinuo contract.</li><li class="leading-relaxed">Training and learning, which will be provided by our on-site experts so you could learn all the skills needed to perform this job.</li><li class="leading-relaxed">Remote position from Spain</li></ul>

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As a Retail Sales Consultant, you are passionate about delighting Telstra’s customers through outstanding customer service. You achieve this by providing an exceptional in-store customer journey, and through your collaborative approach you empower customers by identifying the products and services they need to transform their telecommunications experience.

We're an iconic Aussie brand with a global footprint.From our earliest days in the Postmaster General’s Office to the Australian icon we are today, the heart of Telstra has never changed. We’ve always been committed to being a great place to work as we make the world a better place too.Working at Telstra, we all have a why.Whether it’s endless career opportunities, an amazing work-life balance or being able to make a difference, we all know why we’re motivated to be our best here. Our people find purpose and pride in being part of Telstra, because we support the things that matter most.

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<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Ready to Make a Difference? Join Our Iconic Team at Telstra!</h2>At Telstra, we’re more than just a leading telecommunications company—we’re where passion meets purpose. As a Retail Customer Service & Sales Consultant, you’ll have the opportunity to work for an iconic Aussie brand that’s been connecting Australians for generations. You won’t just be a friendly face in-store—you’ll be the trusted expert who helps customers find tech solutions that enhance their lives. This is your chance to make a meaningful impact by bringing our purpose to life: to build a connected future so everyone can thrive.What You’ll Be Doing:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Deliver Exceptional Customer Experiences: Help customers find the right products and services to suit their needs, ensuring their time at Telstra is a memorable one.</li><li class="leading-relaxed">Be the Go-To Tech Expert: Stay up-to-date with the latest gadgets and services, offering informed guidance and solutions.</li><li class="leading-relaxed">Achieve and Excel: Use your consultative selling skills to meet and exceed sales targets and KPIs, while keeping customers connected.</li><li class="leading-relaxed">Collaborate and Contribute: Work closely with your team to create a welcoming environment where everyone is supported to achieve store goals.</li></ul>Salary and Benefits:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Hourly Rate: $30.33 per hour</li></ul>*Junior rates apply for those under 20 years of age.*Penalty rates are as follows: Additional 25% for weekday hours worked after 6 PM, 25% for hours worked on Saturday, 100% for hours worked on Sunday and 150% for hours worked on public holidays.<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Plus 12% Superannuation</li><li class="leading-relaxed">Plus 10% Variable Remuneration</li></ul>**If you are eligible to receive Variable Remuneration, the eligibility, calculation and payment will be determined by the Variable Remuneration plan’s rules (which we may change from time to time).**the first 2 months guaranteed while you learn on board.<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Generous Discounts: Enjoy 30% off Telstra services and exclusive offers with over 240 brands and partners.</li><li class="leading-relaxed">Leave Options: Take advantage of 16 weeks of paid parental leave, the Telstra Extra Day Off, gender affirmation leave, Cultural Leave, Blood Donor Leave, and the ability to purchase up to 4 weeks of additional leave.</li><li class="leading-relaxed">Training & Career Growth Opportunities: Access over 17,000 learning programs with LinkedIn Learning, and develop your career with our Future Ready program designed to build on your skills and prepare you for your next step.</li><li class="leading-relaxed">Flexibility: We offer flexible working hours and a supportive approach to parental leave—do it your way!</li><li class="leading-relaxed">Recognition & Rewards: Benefit from monthly performance rewards and a range of recognition programs to celebrate your success.</li><li class="leading-relaxed">Inclusive Culture: Join a diverse and inclusive team where everyone’s unique perspective is valued and respected.</li><li class="leading-relaxed">Multiple Positions Available</li></ul>Is It You We’re Looking For?<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Great Communication Skills: You’re a natural at connecting with people and making their day better.</li><li class="leading-relaxed">Solution-Oriented Approach: You enjoy thinking on your feet and tailoring solutions for each customer.</li><li class="leading-relaxed">Sales Drive: You’re motivated to achieve (and exceed!) sales targets and KPIs.</li><li class="leading-relaxed">Passion for Learning: You’re eager to grow and develop your skills in a dynamic environment.</li><li class="leading-relaxed">Resilience and Positivity: You have a can-do attitude, even when things get busy.</li><li class="leading-relaxed">Customer-Facing Experience: Previous experience is a plus but not required—bring your enthusiasm and we’ll teach you the rest!</li></ul>How to Apply:Ready to kickstart your journey with us? Click "Apply Now" to submit your application! After applying, keep an eye out for an email from our partner, HireVue, to complete the next step in our assessment process.Join Us at Telstra Retail:When you become part of the Telstra team, you’re joining a brand that celebrates diversity and inclusion. We welcome applications from people of all backgrounds, abilities, and experiences, and we strive to create a workplace where everyone is respected, valued, and can thrive. We can’t wait to see what you’ll bring to our team!

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