Customer Resolution Expert
We are seeking a Customer Resolution Expert to join our team at Optus.
About the Role
The Customer Resolution Team will be responsible for managing customer complaints from both internal and external authorities and via all company platforms in a prompt, professional, and caring manner while providing the best customer experience each and every time.
Key Responsibilities:
* Managing and investigating complaints from Optus customers both inbound and outbound from all channels via internal referral, voice, webform, Messenger, email, Digital Case or in writing, in a timely manner.
* Ensuring that all responses are thoroughly and accurately investigated, align with relevant Codes, Regulations and Legislation, and offer cost-effective and creative resolutions.
* Assisting and working with customers in financial hardship to put in place a feasible and affordable payment plan.
* Ensuring that company rules and policies are being applied in all CSG transactions.
* Working with a range of stakeholders to resolve or develop solutions through effective researching, problem solving and by demonstrating our Be Brave, Be Curious and Create Connections behaviors to an exceptional level.
Your Skills
To be successful in this role, you will require:
* Well equipped in problem solving and handling sophisticated customer complaints.
* Strong interpersonal skills to display an appropriate level of negotiation and compassion.
* Ability to understand and articulate written and verbal issues.
* Ability to develop strong and lasting customer relationships.
What We Offer
We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander.
If you require any adjustments or accessibility support, please contact us within 48 hours of making contact.