STAR21 Careers

Passionate about service.

If that’s you, let’s talk!

Our business is built for people, by people.

When you’re looking for the right move, one of the best tests of a great employer is the number of happy, motivated employees. We have lots of them, and they just keep on staying. That’s because we care about our team culture. Our partnership culture extends to a real partnership with our people as well.

We care

We are intensely about Star21, our customers and our partners. We’re uncompromisingly focused on what matters to achieve the best outcome. We care about how our decisions affect our customers, our business and our people.

We have fun

We celebrate our successes, support each other, have a laugh and enjoy the camaraderie of our team culture. It’s what makes Star21 a great place to work. We love the rewards of doing our best, having great relationships with our customers and team mates

We do the right thing, every time

Reliability is key to making sure our people have the best working environment and our customers have the best experience. It’s built into our culture, systems and way of working.

We respect everyone

People matter. We’re committed to earning the trust of our colleagues and customers. We value and respect everyone; we keep our word and learn from our mistakes. That means supporting our colleagues, showing gratitude, empathy and support.

We think outside the box

We’re committed to thinking innovatively, to working together to offer and deliver the best technology solutions for our customers. We’re forward thinking, progressive and proactive.

We’re committed to excellence

Our best performance is our minimum standard. We challenge ourselves to keep improving on our best, so we can continue to delight our customers.

I’m proud of my team
Happy staff, happy customers: that’s what we live and breathe at Star21. I’m so proud to have positive staff with a great attitude. The result? Great customer satisfaction and loyalty.

Bill Asimakidis

Founder and Managing Director

We’re currently looking for…

Customer Service Specialist

Position Title: Customer Service Specialist
Employment Status: Full-time
Reports To: Team Leader – Customer Service
Direct People Accountability: Nil

Apply Now, Click here

Star21 is a premium Australian provider of mobility, cloud, collaboration and network technology solutions. As a trusted Enterprise Partner of Telstra, we provide responsive, reliable and high-quality service to help customers operate efficiently and confidently.

The Customer Service Specialist is a key customer-facing role responsible for managing service and support enquiries, resolving customer requests, coordinating device and service fulfilment, and ensuring customers receive a personalised, timely and accurate experience. The role requires strong communication skills, a high attention to detail, and an ownership mindset.

KEY RESPONSIBILITIES

Customer Support & Ticket Management

  • Act as the first point of contact for customer service and mobility support enquiries
  • Respond to allocated tickets within agreed KPIs and service standards
  • Actively listen, confirm understanding, and provide clear and effective solutions
  • Take ownership of issues through to completion, coordinating with internal teams where required
  • Maintain accurate documentation of all interactions, actions and outcomes
  • Ensure customers are informed of expected timelines and next steps
  • Manage escalations professionally and appropriately
  • Communicate clearly when delays or fulfilment constraints occur

Customer Experience & Quality

  • Deliver a personalised and customer-focused service experience
  • Maintain a strong right-first-time approach to work quality
  • Capture and document customer dissatisfaction or complaints accurately
  • Escalate issues to the Head of Customer Service when required for trend analysis
  • Support continuous improvement initiatives and contribute customer insights
  • Promote Star21’s service standards and represent the customer’s voice internally

Device & Service Coordination

  • Coordinate mobility service requests, device preparation and fulfilment activities
  • Confirm customer requirements prior to order finalisation
  • Ensure accurate completion of service requests and device dispatch details
  • Maintain up-to-date records of device and service fulfilment workflows
    (Procedural steps are covered in internal SOPs and not listed within the JD.)

KEY STAKEHOLDER RELATIONSHIPS

External

  • Star21 mobility customer base

Internal

  • Team Leader – Customer Service
  • Technical Support Team
  • Mobility Sales Team
  • Finance & Administration Team (as required)

KEY SUCCESS FACTORS

  • Timely and personalised response and resolution handling
  • Strong ownership and accountability for outcomes
  • Good understanding of Telstra mobility products and Star21 service workflows
  • High accuracy in documentation and ticket management
  • Strong collaboration across internal teams
  • Effective management of customer expectations
  • Positive customer satisfaction outcomes (CSAT/NPS)
  • High attention to detail and process compliance

KEY PERFORMANCE INDICATORS

  • Response time vs KPI/target
  • Resolution time vs KPI/target
  • % enquiries resolved at first contact
  • Right-first-time accuracy rate
  • Customer satisfaction / NPS
  • Effective escalation and handoff management
  • Accuracy and completeness of device/service fulfilment documentation

QUALIFICATIONS & EXPERIENCE

  • Previous experience in a customer service, service desk or mobility support role within a fast-paced environment
  • Experience within the Telstra Partner channel or mobility ecosystem (preferred)
  • Completion of VCE or equivalent secondary schooling (recommended)

CORE CAPABILITIES

Customer & Professional Capabilities

  • Strong customer focus with a commitment to service excellence
  • Excellent communication and rapport-building skills
  • Active listening and clear problem-solving capabilities
  • High attention to detail and accuracy
  • Ability to remain calm and effective under pressure
  • Strong process orientation with flexibility for complex issues
  • Positive attitude and commitment to continuous learning
  • Ability to work effectively in a team environment

Technical Capabilities (experience preferable however, training will be provided)

Experience with or ability to learn:

  • Telstra mobility products, services and provisioning workflows
  • Telstra Core systems
    • MNC
    • Helpdesk
    • Console
    • MICA
  • Ticketing, CRM and mobility administration platforms such as:
    • EVO
    • Zendesk
    • T-Analyst
    • BillView
    • MDUM
    • Asset Panda
  • Basic understanding of Android and iOS device functionality
  • Understanding of Mobility Device Management (MDM) and Device Enrolment concepts
  • Ability to interpret mobility usage, reporting and billing data

WORK CONDITIONS

Work Hours & Roster

  • Rostered shifts between 8:00am and 6:00pm, Monday to Friday
  • Standard shifts:
    • 8:00am – 4:30pm, or
    • 9:30am – 6:00pm
  • No work required on national public holidays
  • On state public holidays, limited staffing may be required (rostered in advance)

Hybrid Work Arrangement

  • Hybrid model variable (Abbotsford)
  • Standard business office environment