Business Premium Onboarding Consultant

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Date: 24-Jan-2019

Location: Melbourne, Australia

 

The Business Premium On Boarding Consultant is part of a dedicated team of business specialists that delivers a hassle free on boarding experience for our SMB fixed customers that are eligible for Premium Support within the SOHO/Micro segment.

 

This key purpose of this role is delivering a brilliant differentiated experience by proactively case managing exception based scenarios across the full suite of business fixed products ranging from ULL, NBN, HFC and Resale.   You will also support our digital adoption strategy by engaging the customer to finalise their on boarding journey by driving digital uptake and reinforcing our recognition of them as a business through our loyalty program.

 

You will play a pivotal role in the ongoing growth and profitability of the SOHO Micro segment and integral to fulfilling our marketable service proposition.  The Premium On boarding consultant will reinforce this customer value proposition by being accountable for minimising early tenure churn by proactively identifying customer issues, developing and executing the appropriate resolution pathway and actions, 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 services and/or products along with the impact to the Optus brand.  Therefore a high level of effective decision making, communication and negotiation skills are essential.

 

In summary you represent Optus and the essence of our customer’s experience within the SOHO Micro segment. You provide customers with a differentiated level of service through your knowledge; understanding of their business needs; priorities, can-do attitude, sense of fun and dedication to both our customers and our brand.  You excite customers with your passion; you’ll differentiate yourself and Optus through your friendliness and genuine love of people. You are able to assist each customer by asking the right questions, listening to, and truly hearing them, and you’ll take ownership to ensure that their call is resolved at first point of contact

 

The success of this individual will depend on their ability to bring to life the behavioral blueprint of Listen, Own and Value and demonstrate this to a superior level at every customer touch point.  This will be recognized through various key measures of success; Net Promotor Score, Issue Resolution & digital adoption to name a few. 

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.

 

 

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