Customer Contact Officer

Leaptel is a rapidly growing internet service provider based in Melbourne and proudly Australian-owned. Our mission is to make connectivity simple, reliable, and human. Since 2015, we have been delivering high-speed internet with exceptional performance. What truly sets us apart is our approach, characterised by heart, accountability, and a people-first mindset.

We take pride in being a values-driven business that supports our customers and one another. This means solving problems thoroughly (not just quickly), treating people with respect, speaking up when it matters, and continuously seeking ways to learn and improve. Whether you're on the phone with a customer or collaborating with the team, you will be part of a supportive group that takes pride in doing great work and looking out for each other along the way.

Join a People-First Internet Provider - Certified Great Place to Work 2026

Love helping people and being part of a supportive team?
At Leaptel, we believe great internet service should come with real support from real people. Our Melbourne-based team is known for being friendly, helpful, and clear and we’re looking for caring, capable people to join us.

If you enjoy solving problems, supporting others, and working in a team where your contribution matters, you’ll feel right at home here.

💬 What You’ll Do

• Help customers with billing, technical and sales questions
  (don’t worry, we’ll teach you the tech stuff)
• Talk people through internet hiccups in a calm, reassuring way
• Process new service orders and follow up on outstanding enquiries
• Keep accurate notes while delivering friendly, solution-focused support

No telco experience? No problem. We’ll give you full training and ongoing support to help you build confidence and grow your skills.

🕐 Your Work Schedule

• Full-time (37.5 hours/week)
• On-site in our Camberwell office
• Training: Mon–Fri, 8:00 AM – 4:00 PM for your first 4 weeks

You’ll then move into your ongoing roster:

• Week 1: Mon–Fri, 8:00 AM – 4:00 PM
• Week 2: Mon–Fri, 2:30 PM – 10:30 PM
• Every fourth weekend (Saturday & Sunday)
• A Monday or Friday, either side of your weekend shift

💰 Pay & Benefits

• $30.32/hour + penalty rates (Telecommunications Services Award)
• Discounted internet for your home
• EAP access through our chosen provider; Sonder
• Career development – we’re growing, and you can grow with us
• Modern Camberwell office close to public transport and great food
• Casual dress code
• A genuinely supportive, team-first culture where everyone pitches in and has your back

🙌 You’ll Fit Right In If You…

• Communicate clearly and confidently – by phone, in writing, and in person
• Stay calm and focus on solutions when things get tricky
• Pick up new systems quickly and feel comfortable with computers
• Type speedily and accurately (handy for live chat and note-taking)
• Enjoy solving problems and helping people
• Show up, pitch in, and treat people kindly – just like the rest of us
• Have the right to work in Australia

✍️ How to Apply
Send us:

• A short resume (max 3 pages)
• A 1-page cover letter (separate file) telling us why this role feels like a good fit for you

If you have any questions regarding the role, don't hesitate to reach out to us at *******@team.leaptel.com.au.