Customer Service Agent - Level 1

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! POSITION DESCRIPTION CUSTOMER SERVICE AGENT – LEVEL 1 Location: Hybrid Employment Type: Full-Time Reporting To: Customer Service – Level 1 Team Lead ABOUT US Yomojo has been providing customers all over Australia with mobile, mobile broadband, and 4G/5G internet services for over a decade. We have recently had a change of ownership and are embarking on an ambitious expansion strategy with the aim of becoming Australia's next challenger telco, providing a full suite of connectivity and voice options for residential and corporate customers alike. We believe in putting our customers' needs first, and we try to make things simple, and to cut through red tape and BS to make sure our customers get what they want, without hassle. We understand how frustrating it can be to engage with some other telcos when you need help, and the Yomojo team is committed to providing excellent customer service. ABOUT THE ROLE We are looking for an experienced Customer Service Representative with a positive, proactive mindset to join our customer service team. In this role, you will play a key part in delivering consistently high‑quality support, ensuring customer needs are met efficiently and professionally. You will focus on providing service excellence across all customer interactions, working to exceed expectations and build strong, long‑term customer relationships. This role suits someone who takes pride in delivering total customer satisfaction and has demonstrated success in an online or digital customer service environment. RESPONSIBILITIES • Customer Support & Experience o Deliver a high‑quality customer experience to Australian Telco products and services across voice, chat, and email channels. o Provide accurate, timely, and professional support while maintaining a customer‑first approach. • Customer Acquisition & Onboarding o Support the acquisition of new mobile customers, contributing to the company’s continued growth. o Support new customers through the onboarding process, including sign-ups, service provisioning, order processing, and ongoing status updates across mobile and broadband services. • Technical Support o Troubleshoot basic network, service, and handset issues, escalating matters where appropriate. • Team Collaboration o Work closely with Team Leaders and team members to meet individual and team performance goals. o Follow established processes and contribute positively to a collaborative team environment. • Customer Advocacy o Act as a consumer champion by identifying customer needs, resolving concerns effectively, and advocating for service improvements where appropriate. • Other Operational Responsibilities o Support and contribute to additional operational initiatives and tasks, taking ownership where required to ensure continuity, efficiency, and alignment with business priorities. REQUIREMENTS • Experience o At least 1 year of experience handling voice and non‑voice customer interactions in a customer service or technical support environment. o 1–2 years of recent experience supporting Australian mobile telecommunications customers (required). o Recent, hands‑on customer interaction experience in an online or contact centre environment. o Must be residing within NCR. • Technical & Product Knowledge o Working knowledge of mobile phone manufacturers, device models, and operating systems o Ability to troubleshoot basic mobile service, network, and handset issues. We also need someone with technical skills in NBN/internet devices, phone devices, app, and other consumer and enterprise telco devices • Communication & Customer Service Skills o Excellent written English communication skills o Strong verbal communication and interpersonal skills o Customer‑focused mindset with the ability to build and maintain positive customer relationships. o Demonstrated ability to act as a consumer advocate and represent customer interests effectively • Skills & Attributes o Strong problem analysis and problem‑solving skills o Fast and accurate typing skills (minimum 60 words per minute) o High attention to detail with strong organisational skills o Ability to work proactively with minimal supervision while following instructions and established processes o Comfortable working under pressure in a fast‑paced environment o Creative thinker with the ability to identify alternative solutions when needed o Negotiation skills and confidence handling customer objections or concerns • Advantages o Exposure to sales and collections interactions o Experience supporting Australian businesses o Demonstrated experience in TIO case management and escalation handling. o Prior experience in telecommunications or customer‑focused service environments MEASUREMENT OF SUCCESS • Customer Satisfaction (CSAT) o Consistently deliver positive customer experiences that meet or exceed CSAT targets o Demonstrate a customer‑first approach across all interactions, ensuring issues are handled with care, clarity, and professionalism. • First Call Resolution (FCR) o Resolve customer inquiries and issues accurately on the first interaction whenever possible o Minimise repeat contacts by providing clear explanations, correct resolutions, and appropriate follow‑through. • Call Quality & Compliance o Maintain high call quality scores by adhering to quality standards, policies, and procedures o Demonstrate effective communication, problem‑solving, and compliance with Australian telco and internal requirements • Continuous Improvement & Collaboration o Apply coaching feedback to improve performance, service delivery, and quality outcomes o Contribute positively to team goals by sharing knowledge, following best practices, and supporting a high‑performance team environment OUR VALUES At Yomojo, we’re committed to delivering outstanding customer service with a focus on simplicity, innovation, and teamwork. With offices in Sydney and Manila, we foster an international culture grounded in core values: • Simplicity: We cut through telecom complexity to create clear, no-fuss solutions for our staff and customers. • Innovation & Impact: As a small, agile team, everyone is empowered to improve processes and drive meaningful change • Team Spirit: Collaboration, support, and a bit of fun are central to our daily work culture. • Customer Focus: Our customers come first—we aim to exceed expectations through personalized, attentive service. Joining Yomojo means being part of a purpose-driven team that values clarity, contribution, and community Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/