Mobile Support Specialist – Australian Telco Account

We are looking for enthusiastic individuals to join our Australian Mobile Support team. This role focuses on assisting customers with mobile service inquiries, troubleshooting technical issues, and providing excellent customer support.

This is an entry-level opportunity designed for Senior High School graduates with no prior BPO experience, offering full training and strong benefits from day one.

Key Responsibilities

1. Customer Assistance

• Handle inbound calls and inquiries related to mobile services (plans, billing, SIM activation, roaming, etc.).
• Provide step-by-step guidance for troubleshooting mobile device and network issues.
• Assist customers with account updates, plan changes, and service requests.

2. Technical Support

• Walk customers through solutions for common mobile problems (connectivity, device setup, app usage).
• Coordinate with technical teams for advanced troubleshooting when needed.
• Ensure accurate documentation of issues and resolutions in the system.

3. Customer Experience & Retention

• Deliver professional, empathetic, and solution-oriented service.
• Educate customers about available mobile plans, promos, and features.
• Resolve concerns effectively to maintain customer loyalty.

4. Compliance & Reporting

• Follow Australian telco policies, data privacy regulations, and company procedures.
• Record customer interactions and ensure proper case handling.
• Meet performance metrics such as call quality, resolution time, and customer satisfaction.