Customer Service Agent - Level 1

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!