Customer Resolution Expert

It starts with YES!

At Optus, we have an ambitious goal to be Australia’s most loved everyday brand.

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.

As a member of the Customer Resolution group, you’ll form part of a wider community of Customer Resolution Experts empowered to provide our customers with exceptional service and support. Customer Resolution Experts will be universal in customer care knowledge and complaints resolution experts who are able to resolve customer issues first time or know where to go to get the fastest, fairest resolution for our customers.

At Optus, we’re creating an environment where we actively encourage a proactive and highly engaged team culture where staff are inspired to advocate for their customers to provide excellent service to reduce both internal and TIO complaints. When a customer contacts our Customer Resolution Team, we own the issue end to end.

Your day in the life of a Customer Resolutions Expert at Optus

• 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.
• Ensure 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.
• Ensure that company rules and policies are being applied in all CSG transactions.
• Work 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 pay the bills

• Well equipped in problem solving and handling sophisticated customer complaints.
• Strong interpersonal skills to display an appropriate level of negotiation and compassion.
• Strong communication skills.
• Ability to understand and articulate written and verbal issues.
• Ability to develop strong and lasting customer relationships.

Perks we love at Optus

• Inclusive paid parental leave, up to 14 weeks for the primary care giver
• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
• Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)
• Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network

Intrigued – but perhaps you don’t align to 100% of the role requirements? That’s OK, we strongly encourage you to apply – we all have growth & development opportunities.

Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. 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.

We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We’re here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours. For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.

The Optus Talent Acquisition team are taking a break for the holiday period from 23rd December 2024 to 3 January 2025. Rest assured, your application will be reviewed and you will receive an outcome and update upon the team's return.