The Chat Support Representative will provide exceptional customer service to Australian mobile subscribers through non-voice channels (live chat, email, and messaging platforms). This role focuses on resolving inquiries efficiently, ensuring customer satisfaction, and maintaining the company’s service standards without phone-based interaction.

Key Responsibilities

• Handle customer inquiries via chat and email in a timely, professional manner.
• Assist customers with mobile-related concerns including billing, subscriptions, SIM activation, device troubleshooting, and account management.
• Diagnose and resolve technical issues by guiding customers through step-by-step solutions.
• Document interactions accurately in the CRM system for tracking and follow-up.
• Collaborate with internal teams (technical support, billing, sales) to escalate and resolve complex issues.
• Meet performance metrics such as response time, resolution rate, and customer satisfaction scores.
• Uphold data privacy and confidentiality in line with company and AU regulatory standards.

Qualifications

• Excellent written English communication skills with clear grammar and tone.
• Familiarity with mobile services (plans, devices, SIM cards, billing).
• Proficiency in chat platforms, email systems, and CRM tools.
• Ability to multitask and manage multiple chat conversations simultaneously.
• Strong problem-solving skills and customer-first mindset.
• Willingness to work in rotating shifts aligned with Australian business hours.