At Optus, we have an ambitious goal to be Australia's most loved everyday brand.
The Customer Resolution Team will manage customer complaints from internal and external authorities, across all platforms, in a prompt, professional, and caring manner, providing the best customer experience every time.
Job Description
As a member of the Customer Resolution group, you'll be part of a wider community of Customer Resolution Experts who provide exceptional service and support to our customers.
Customer Resolution Experts are universal in customer care knowledge and complaints resolution, able to resolve issues first time or find the fastest, fairest solution for our customers.
At Optus, we're creating an environment where staff are inspired to advocate for their customers, providing excellent service and reducing internal and TIO complaints.
When a customer contacts our Customer Resolution Team, we own the issue end to end.
Your Day-to-Day Role
Managing and investigating complaints from Optus customers, both inbound and outbound, across all channels, including internal referral, voice, webform, Messenger, Digital Case, and written communication.
Ensuring thorough and accurate investigations, aligned with relevant Codes, Regulations, and Legislation, and offering cost-effective and creative resolutions.
Applying company rules and policies in all CSG transactions.
Working with stakeholders to resolve or develop solutions through effective researching, problem solving, and demonstrating our behaviours: Be Brave, Be Curious, and Create Connections.
Your Skills and Qualities
Well-equipped in problem solving and handling sophisticated customer complaints.
Strong interpersonal skills to display negotiation and compassion.
Ability to understand and articulate written and verbal issues.
Ability to develop strong and lasting customer relationships.
Diversity and Inclusion
Optus values diversity and individual differences, committed to ensuring equal employment opportunities for all job seekers, including individuals from diverse gender, cultural, and linguistic backgrounds, individuals with a disability, and those identifying as LGBTQIA+, Aboriginal and/or Torres Strait Islander, or having served in the armed forces.
Supporting accessibility needs, please advise your preferred method of contact, and we will be in touch within 48 hours.