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Premium Case Management Consultant

Date: 23-Mar-2019


Company: Singtel

The Premium Case Management Consultant provides dedicated business specialist support to our Small Office/Home Office (SOHO) & Micro business customer base. These are emerging small to medium business customers that have a mobile and fixed product with Optus. 

This role is accountable for delivering brilliant service as a Fault Case Manager. You will provide support to both the Tier 1 Technical Support teams and the Customer as a second level of support for a diverse range of technical issues. You’ll demonstrate a high level of autonomy and the ability to think on your feet to resolve customer issues by promptly identifying the customer’s underlying need, owning and resolving the query by exploring the range of possible options to determine the right solution.  This may also involve liaising with various stakeholders to achieve optimum customer outcomes. 

You will play a pivotal role in the ongoing growth and profitability of the SOHO Micro segment, as you will be accountable for maximising customer retention by proactively identifying port threats and executing the appropriate retention strategy that balances both the needs of the customer and the business. The heightened risk associated with churn of these customers, in taking their business and revenue to a competitor, is significant due to the multiple products along with the impact to the Optus brand. Therefore, a high level of effective decision making, communication and negotiation skills are essential.

General Duties:

  • Logged into a phone within agreed KPI’s
  • Meet daily/monthly/yearly targets
  • Handle technical support incidents and associated activities
  • Work a 24x7 day rotating roster
  • Proactive trending of major network issues, escalating cases to Field Technicians
  • Provide support to internal stakeholders across a variety of service groups
  • Prioritisation of escalated complaints and potential TIO threats
  • Attend weekly team meetings and attend allocated training sessions
  • Communicate with team members and internal staff daily both on the phone and within the call centre
  • Identification and escalation of network issues
  • Provide first contact resolution or commit to follow up further with an internal customer if the matter has not been resolved upon first contact
  • Provide insight to internal customers on Optus products and services as they relate at a Network level
  • Fast effective, accurate and customer focused solutions to Network issues


You will be able to demonstrate you possess the following skills and experience

  • Understanding of Optus provisioning systems and ULL and NBN networks.
  • Superior customer service and relationship management
  • Negotiation, conflict resolution and assertiveness skills
  • Strong technical aptitude
  • Initiative, planning and logical decision making
  • Excellent verbal and written communication skills.
  • High level of tolerance, patience and flexibility
  • Flexibility to adapt to evolving team and environmental factors

Optus believes in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

Heads Up!
Due to the fast paced nature of our business, vacancy close dates may change, so make sure you apply today!