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Enhanced Care OfficerTelstra · Australia (Flexible)
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Telstra

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Enhanced Care Officer

✓ This company has sponsored visas before. The posting doesn't say so, but it's still worth applying.

🗓️ Posted 2026-10-06 Australia (Flexible) Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market A$5,000–A$6,500/mo

About the Company

Employment Type Permanent Closing Date 13 Oct 2026 11:59pm Job Title Enhanced Care Officer 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 About Belong It feels good to bring people together. As a telco, we're making our world a more inclusive place. That means giving Australians the tools they need to get things done in the digital world. As an organisation, we're focused on having customer first mindset and delivering effortless customer experiences. As a workplace, we're building a community of people who bring their whole selves to work. Workplaces can be brutally bland and that's not good for anyone. Difference makes us all better and we're always trying to get better. Focus of the Role As an Enhanced Care Officer, you will play a critical role in supporting customers experiencing vulnerability, hardship, or complex personal circumstances. This role ensures that customers receive empathetic, fair, and tailored support while maintaining compliance with regulatory obligations and internal service standards. About the job We're on the lookout for someone who's passionate about supporting people and read

Requirements

  • ● You are a compassionate and resilient professional who thrives in roles that require empathy, discretion, and sound judgment. You bring a calm and thoughtful presence to every customer interaction, especially when supporting individuals facing hardship or vulnerability. Your ability to listen deeply, communicate clearly, and act decisively ensures that customers feel heard, respected, and supported.
  • ● You're comfortable navigating structured processes while adapting to the unique needs of each case. You understand the importance of compliance and documentation, and you take pride in delivering outcomes that balance care with accountability. Whether working independently or as part of a team, you're proactive, collaborative, and always focused on doing what's right for the customer.
  • ● The following skills and experience will help you be successful in the role:
  • ● Communicates with empathy and professionalism in sensitive situations
  • ● Actively listens and de-escalates emotionally charged conversations
  • ● Applies sound judgment in complex or non-standard cases
  • ● Follows structured processes and maintains accurate case records
  • ● Demonstrates emotional resilience and self-awareness
  • ● Respects cultural and individual differences in all interactions
  • ● Collaborates effectively with team members and stakeholders
  • ● Adapts quickly to changing priorities and customer needs
  • ● Understands and applies relevant compliance and privacy obligations
  • ● What are the next steps
  • ● If you're looking for the platform to evolve and develop your career, we want to hear from you We'll provide you with the training to be successful in this role, which will lead you to the opportunity to drive your own success and shape your ongoing career development within this exciting area of our business.
  • ● 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 abilities 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.
  • ● 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.