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Specialist Care Community
The Specialist Care Community handles vulnerable situations from internal and external authorities, as well as company platforms, including voice and messaging channels. They do this in a timely, professional, and caring manner, ensuring the best customer experience.
Key Responsibilities:
* Actively handle and investigate complex complaints received internally or externally in a timely manner.
* Liaise with key stakeholders such as TIO representatives, financial counsellors, and public trustees' office.
* Develop resolutions that meet business and customer needs without compromising the customer experience.
* Use strong case investigation, influencing, and resolution skills to negotiate with customers to drive satisfaction, retention, and reduce adverse exposure to Optus.
Requirements
* Excellent communications skills and ability to understand and articulate issues (written and verbal).
* Experience in handling complex customer inquiries and ability to work under pressure.
* Negotiation skills, team orientation, and ability to build positive relationships.
* Confidence in handling customers expressing self-harm tendencies and connecting them with professional help.
* Full-time availability between Monday and Saturday, at Optus Head Office in Adelaide.
Benefits
* Inclusive paid parental leave up to 14 weeks for primary caregivers.
* Access to online learning and support resources via the 'Parents at Work portal.'
* Ongoing growth opportunities through extensive online and facilitator-led learning catalogues.
* Employee-led volunteer groups promoting diversity and inclusion.
At Optus, we value diversity and strive for an inclusive application process. If you require adjustments or accessibility support, please contact us within 48 hours of initial contact.