Resolutions Officer- amaysim

At amaysim, it’s not just the customers that get all the Big Love – we make sure our people feel it too! Our people are the staple of our culture and everything we do is driven by our four key values, with empathy at the heart of it all. We work hard and have fun in the process and are always looking at new ways to innovate and inspire whilst remaining true to our roots.

We are seeking a self-motivated, empathetic individual with a strong customer focus to join our team on a 12 month contract. The successful candidate will be responsible for expertly handling customer complaints across various channels, conducting thorough investigations into issues, and developing effective solutions that enhance customer satisfaction and improve our organisational reputation. This role requires excellent communication skills, the ability to work collaboratively with different teams, and a proactive approach to identifying and implementing improvements in our processes.

Your day in the life of a Resolutions Officer at amaysim

• Manage customer complaints across various communication channels (phone, email, online platforms).
• Conduct detailed and candid investigations into customer complaints.
• Provide leadership with feedback on trending complaints to drive systemic improvements.
• Ensure all complaints are handled in compliance with organizational procedures and relevant regulatory bodies.
• Build relationships with Team Leaders and business partners to improve call centre efficiency through improved processes.

What makes you perfect for the role?

• Adapt quickly to a fast-paced, growing environment.
• Have a focus on achieving outcomes with the ability to analyze and present both systemic and individual trends.
• Show decisiveness and a solutions-focused approach.
• Preferred experience in resolving, analyzing, reporting, and preventing TIO complaints, as well as training and facilitating group forums and sessions.

The good stuff...

We're a highly collaborative workplace, and when you join amasyim you also join the Optus family. We offer a range of perks such as:

• Discounts to Optus/amaysim products and services, and to over 400 retailers Australia wide
• Ongoing training, mentoring and focus on development opportunities
• Hybrid ways of working
• Competitive salary
• Vibrant amaysim culture

So, why amaysim?

Who says you can’t fall in love with your telco! With over 1 million happy customers and a ton of amazing awards in the pool room, we’re certainly feelin’ the love. Because at amaysim, that’s what we’re all about. Big Love to be precise. It starts with our great value little SIM, but it extends way beyond that.

Learn more about Amaysim: https://www.youtube.com/watch?v=ZnuCWCaNjbg

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. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170 and we will be in touch.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.

Application closing date: 21 March 2025