Contact Centre Agent

Over The Wire Pty Ltd
CBD & Inner Suburbs
Call Centre & Customer Service
Customer Service - Call Centre
Full time
Posted 14 Sep 2021

About the business

Over The Wire is an ASX listed provider of corporate-grade Telecommunications, Cloud and IT Solutions throughout Australia. Over the Wire has approximately 300 full-time employees and is headquartered in Brisbane, with additional offices in Adelaide, Melbourne, Sydney and most recently New Zealand.

Over the Wire offers our clients the following integrated suite of products and services to the mid-market:

  • Data Networks and Internet
  • Voice
  • Cloud and Managed Services
  • Data Centre Co-Location and hosted services

Our purpose is to simplify technology to empower business.  We love the challenge of turning complex technology environments into solutions for our customers. Our customers' success is our success.  We grow when our customers grow.  We take tech problems out of the way so our customers can get on with what they are good at.


About the role

We are currently on the lookout for team-orientated individuals possessing previous experience within a customer service background and a passion for providing a high quality service experience.  Your background could be from call centres, hospitality or a retail environment. School leavers with an interest in building a career in a contact centre are also encouraged to apply !

Our Contact Centre Agents acts as a virtual receptionist providing phone services to some of the biggest companies in Australia and New Zealand.  An average day for our virtual reception agents is anything from taking a simple message, transferring calls, booking appointments, sending emails, web chats or providing information on goods and services. There is no selling involved! These roles are VERY high volume inbound customer service roles with a strong focus on quality and customer experience. Do you have what it takes?


Never thought about a call centre role before as a call centre virtual receptionist? Here's what to Expect!

What we can offer you;


Multiple positions available 

  • Fulltime: You must be available to work up to 38 hours per week - Monday to Sunday 5.30am - 11pm rotating roster
    Parttime: Monday to Friday, 20 or 25 hours per week. 4/5 hours per shift, morning and afternoon shift times available.
  • Great opportunity for university students

  • Hourly rate of $23.67 in alignment with the Contract Call Centre Award plus Super. Penalty rates apply to Saturday, Sunday and working outside of 7am – 7pm

  • 2 weeks of paid classroom-based training combined with on-the-job coaching shadowing, buddying and role plays will become a part of your everyday.

  • Paid day off on your birthday!

  • Flexible work options to manage your work/life balance i.e shift swaps, unavailability

  • Heart of Brisbane CBD so you can shop in your lunch breaks/before and after work

  • Branded company shirt 

  • Ability to work from home** 

  • Participate in a bright and exciting team culture with in house competitions and team building activities

  • Gain industry experience and understanding which will help grow you into an expert in your field

  • Opportunity to be part of a fun dedicated team that celebrates wins and successes

  • Employee share scheme

**Conditions apply 

What you will need to Succeed;


  • Previous Customer Service experience in either call centres, hospitality or retail 

  • Genuine passion for service excellence 

  • Excellent telephone manner with strong verbal communication skills

  • Attention to detail – ability to efficiently and accurately capture customer information

  • Typing speed of minimum 45 WPM

  • Fantastic problem solving skills

  • Sound computer skills including experience in working with multiple systems

  • High levels of reliability and accountability

  • Can-Do attitude

  • Flexibility to work a rotating roster Monday through Sunday, including working outside the hours of 7am to 7pm hours when required to meet business needs

  • The ability to meet and ideally exceed assigned performance goals and KPI’s


Benefits and perks;

We strongly believe in work/life balance and flexibility, working hard to create an environment that is diverse, supportive, challenging and team-oriented. You will find yourself surrounded by a team of highly technical, customer service focused people who are passionate about technology.

We pride ourselves on looking after staff and providing an environment that you enjoy working in. We organise regular social events, ongoing training and an employee share scheme to help set up your future.

Within an informal, social, yet professional environment you will be fully supported with the tools you need to achieve today and develop new skills for tomorrow.


Please note that only shortlisted applicants will be contacted. A police check will be conducted for any successful candidate. 

You must have the right to live and work in Australia. 

All applicants must be local to Brisbane and readily available for immediate interviews.


Employer questions

Your application will include the following questions:
  • Do you have customer service experience?
  • Which of the following statements best describes your right to work in Australia?
  • Have you worked in a call centre before?

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