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Customer Resolution Expert 2 | Melbourne

Date: 12-Jan-2022

Location: Melbourne, Australia

Company: Singtel Group


About Us 

At Optus, we’re transforming the way we do things and we are looking for Experts who are passionate about providing exceptional customer service. We’re turning a page and starting a new era.  The Complaints team will be responsible for managing complaints from both internal and external authorities and all company platforms in a prompt, professional and caring manner. While providing the best customer experience each and every time.


We are shifting the needle on how we manage our customer complaints 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 complaints team, we own the issue end to end.


About the Role 

As a member of the Complaints family, you’ll form part of a wider community of Complaints Experts empowered to provide our customers with exceptional service and support. It will be challenging and you will need to be resilient, our customer’s expectations are high and you will need to rise to the challenge to meet these expectations but you will be supported by your community. In the new world, a community is made up of a number of collaborative working Pods, with each Pod being supported by a Coach. Complaints Experts in each Pod will be universal in customer care knowledge. 


More specifically:  

  • Identify and escalate high net worth or media complaints to mitigate risks
  • Make recommendations for changes or actions for be taken as a result of root cause analysis
  • Assist in the development of a high quality focus business environment that achieves continual process improvement In line with regulatory obligations
  • Support best practice initiatives, investigating processes and seeking feedback to continually improve practices and procedures
  • Imparting knowledge and working with others to identify opportunities to improve efficiencies and processes
  • Report all non-compliance with policy or procedures
  • Manage the complaints process in accordance with legal, risk and compliance requirements


About You

To be the successful candidate, you will be able to demonstrate the following skills, attributes and experience

  •  Minimum of 2 years’ experience in a customer service environment and be well equipped in handling complex customer complaints. 
  • Your interpersonal skills will be your strength as will your ability to display an appropriate degree of empathy. 
  • Your communications skills and ability to understand and articulate issues (written and verbal) will be critical as will your ability to work under pressure and manage competing priorities. 
  • You will be able to negotiate positive outcomes, be team oriented and able to build strong relationships with others. 
  • Most of all, you will be able to think your way through a problem to come up with a viable solution. 
  • Available to work a 7-day rotating roster if required


 You will be surrounded by a hard-working and dynamic team, we will support your training and invest in your long-term growth and development.