Customer Service Consultant - International Voice Process

We’re a digital-first telco backed by Telstra, offering simple, affordable and value-packed mobile and internet plans. Customers can connect with us through phone, chat, email or self-service — and we work hard to make every interaction easy, human and helpful.

At Belong, we’re part of something bigger too - a purpose to help build a connected future so everyone can thrive.

As a Customer Experience Voice Consultant, you’ll be the voice of Belong helping customers with their mobile and internet services, solving problems, answering questions and creating moments that build trust and loyalty.

This is not just a call-taking role.
You’ll:

• have real conversations
• take ownership of outcomes
• simplify complex issues
• and make life easier for customers

You’ll work primarily in voice, while also building the skills to support other channels and service areas over time.

• →Support customers with billing, payments, activations, account help and technical issues
• →Deliver simple, clear and effective resolutions
• →Own customer issues end-to-end
• →Reduce customer effort and improve first contact resolution
• →Help customers use self-service tools where it makes sense
• →Identify recurring issues and share ideas to improve the customer experience
• →Upskill and cross-skill across products, tools, channels and lines of business

You listen, stay grounded and treat people with genuine respect.
You appreciate the trust customers place in us and the support of the team around you.

You care about doing what’s right for the customer, not just what’s quickest.
You make things simpler, clearer and easier.

You take responsibility, follow through and see things through to resolution.

You’re curious, coachable and hungry to grow.
You’re open to upskilling and moving across products, queues and service areas as the business evolves.

You collaborate well, support others and contribute positively to team culture.

Some customers come to us in difficult or sensitive moments. In this role, you’ll also be expected to support customers who may be vulnerable, affected by domestic and family violence, or needing payment assistance  with empathy, discretion and the right level of care.

Australian telco protections now place stronger obligations on providers to support customers experiencing domestic and family violence, and Belong also offers payment assistance and enhanced support pathways to help customers stay connected.

At Belong, Great customer moments depend on you.

That means:

• helping customers help themselves
• putting in the effort so customers don’t have to
• doing the right thing, even when it’s not the easy thing

It’s how we make customer experiences simple, fair and genuinely helpful.

• 2–3 years of customer service experience, preferably in voice
• Experience handling inbound and/or outbound customer conversations
• Confidence using multiple systems and solving problems in real time
• Basic understanding of internet/mobile services, or the ability to learn quickly
• Strong communication skills and calm, clear judgement
• Flexibility to work rotational shifts and across channels as needed

This role works on a rotational roster across 7 days, between:
8:00 AM – 9:00 PM AEST / AEDT
2:30 AM – 3:00 PM IST

Shifts and timings may change based on business requirements.

If you lead with humility, enjoy helping people, love learning, and want to be part of a team that cares deeply about customers and each other, you’ll belong here.

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 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. 

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.