Join MATE – Real People, Real Service, Real Growth

Looking for a role where you can make a genuine impact? This could be the opportunity you’ve been searching for.

At MATE, we’re everyday people providing the products and services customers want, delivered with the value and service they deserve. We’re growing and on the lookout for new mates to join our team!

We’re looking for a Customer Service Representative to be the friendly voice and support behind MATE. You’ll help customers with billing, sales, and technical support enquiries across our internet and mobile services, all while delivering the kind of service that you'd expect a mate.

In this role, you'll be responsible for handling enquiries via phone, live chat, and our ticketing system.

Customer interactions may involve a range of topics, including:

Account and billing enquiries along with plan changes

Technical support across our service offerings: NBN, Mobile, and VoIP

As a Customer Service Representative, you'll be expected to provide clear, accurate, and timely support, ensuring each customer enjoys a positive and professional experience.

You’ll work collaboratively with your teammates to resolve issues efficiently and escalate more complex matters when needed.

What You’ll Bring:

Excellent communication and interpersonal skills

Strong problem-solving ability and attention to detail

A customer-first mindset with a focus on delivering service excellence

If you're passionate about helping people and want to be part of a team that values authenticity, teamwork, and great service, then we want to hear from you.

Perks and Benefits:

Annual Salary Plus Super, Paid Monthly.

Post Probation Salary Review: Once you successfully pass probation your entry salary will be reviewed.

Monthly Performance Reviews: Conducted by your team leader will provide you valuable feedback.

Performance-based salary reviews every 6 months: Based on the monthly performance reviews, you may be eligible for a salary review by exceeding achievable expectations.

Opportunity for Growth: The company supports internal promotions.

Free Onsite Parking: Convenient and stress-free parking available for all staff.

T-way (Bus) access: Easy commute with the T-way just around the corner.

Onsite Gym Facility: Stay fit and healthy with access to our onsite fully equipped gym.

Onsite Kitchen: Prepare and enjoy meals in our well-equipped kitchen facility.

Reduced Price Internet and Mobile: Enjoy the Internet and Mobile services offered by Mate at a heavily reduced price.

Operational Hours:

You will be scheduled to work 40 hours per week, consisting of five 8-hour shifts. Shifts will be rostered to commence between the following days and times:

Monday to Friday: Starting between 8:30 AM and 11:30 AM

Saturday to Sunday: Starting at 9:00 AM

This position operates on a rotating roster. Shift days and start times will be assigned and communicated one month in advance.

Key Responsibilities: Customer Service Representative

Language: Proficient in English

Strong Communication Skills: Ability to articulate clearly and listen attentively to customer needs.

Problem-Solving Abilities: Quick thinking and resourcefulness to resolve customer issues effectively.

Empathy and Patience: A compassionate approach, understanding customer concerns, and maintaining patience in challenging situations.

Attention to Detail: Accuracy in capturing information and following procedures.

Adaptability: Comfort with handling a variety of tasks and adjusting to changes in workload or processes.

Teamwork: Ability to collaborate well with colleagues and contribute to a positive team environment.

Tech-Savvy: Competence in using computers and navigating customer support systems.

Resilience: Ability to stay calm and focused under pressure or during high call volumes.

Customer-Centric Mindset: A commitment to delivering excellent customer service and ensuring customer satisfaction.

Previous Call Centre Experience: Prior experience in a call center environment is an advantage but not a requirement

Previous Technical Support Experience: Is highly valued, though comprehensive "ground up" training will be provided.