Complex Customer Service Specialist

As a Complex Customer Service Specialist, you use your great customer skills combined with your product and process knowledge to positively impact our customers’ experience. You directly contribute to the retention and growth of customers by being a key interface within Telstra to ensure effective service delivery and issue resolution for customers. This role focuses on providing customer support across various channels, promoting Telstra's products, resolving issues, and supporting vulnerable customers.

Must Have

• Use great customer skills combined with product and process knowledge
• Positively impact customers’ experience
• Contribute to customer retention and growth
• Be a key interface within Telstra for effective service delivery and issue resolution
• Embody promoting Telstra’s products and services
• Deliver great customer service
• Draw on knowledge of Telstra’s products and services to identify business development opportunities
• Resolve customer issues with deep knowledge of Telstra’s products and services
• Ensure customer issues are resolved in a timely manner
• Support vulnerable customers in resolving their concerns
• Provide feedback and share knowledge and relevant training resources with service and sales staff
• Analyse and provide feedback on systems to improve performance
• Support voice callback services under a shifting work schedule
• Be able to work onsite at Makati or Pasay office

Good to Have

• Trained in consumer service

Perks & Benefits

• Pay for performance through competitive incentive programs
• Medical benefits covering you and your loved ones, including Pandemic, mental health, and optical coverage
• Unlimited learning with access to 17,000 learning programs
• Global presence with opportunities to work across 22 countries

Employment Type

Permanent

Closing Date

10 Dec 2025 11:59pm

Job Summary

As a Complex Customer Service Specialist, you use your great customer skills combined with your product and process knowledge to positively impact our customers’ experience. You directly contribute to the retention and growth of customers by being a key interface within Telstra to ensure effective service delivery and issue resolution for customers.

Job Description

Who We Are

We're Australia's leading telecommunications and technology company. With a global presence in more than 22 countries, we have a strong global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work.

Focus of the Role

As a Complex Customer Service Specialist, you use your great customer skills combined with your product and process knowledge to positively impact our customers’ experience. You directly contribute to the retention and growth of customers by being a key interface within Telstra to ensure effective service delivery and issue resolution for customers.

What We Offer

• Pay for performance. We recognize outstanding contributions through our competitive incentive programs.
• Medical benefits that cover you and your loved ones. This includes Pandemic, mental health and optical coverage.
• Unlimited learning. Level up your skills with access to 17,000 learning programs.
• Global presence. With a global presence across 22 countries, there are many opportunities to work where we do business.

What You’ll Do

Telstra Consumer - Telstra Customer Service provides customer support to Telstra's customers across a range of channels.

• As VCB member, you embody promoting Telstra’s products and services and delivering great customer service.
• You draw on your knowledge of Telstra’s products and services to identify, develop and initiate tactical alignment to identify business development opportunities.
• You’ll bring the purpose of your role to life by resolving customer issues with your deep knowledge of Telstra’s products and services and ensuring they are resolved in a timely manner.
• Support vulnerable customers in resolving their concerns.
• Provide feedback and share knowledge and relevant training resources with service and sales staff to develop their sales and service capability.
• Analyses and provide feedback on systems to improve performance.

About You

To be successful in the role, you should have:

• Trained in consumer service is considered an advantage.
• Supports voice callback services under a shifting work schedule.
• Be able to work onsite at Makati or Pasay office

If you enjoy collaborating with different people and delivering amazing experiences for the customer, we want to hear from you!

As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and disabilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.

As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.

We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information or the application form, and require this in an alternate format, please contact our Talent Acquisition team on DisabilityandAccessibility@team.telstra.com or via the additional contact options found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment

About Us

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.

Recruitment Support

We are committed to making it easy for everyone to apply. If you require accessibility support or adjustments during the recruitment process, please send an email to Disability and Accessibility inbox.

Our Teams

In a business as big and diverse as ours, there’s a huge breadth of career paths available. Uncover opportunities, broaden your experience, and discover the many areas of our organization there is to explore.

> Explore our teams https://www.telstra.com.au/careers/our-teams