Customer Resolutions Executive

2 weeks ago

Adelaide Region SA, Australia Optus Full time

Customer Resolutions Executive:

Date:02-Mar-2023

Location:
Adelaide, Australia

Company:
Singtel Group

About the role:

We're all about providing our customers with exceptional value, service and products. We like to push the boundaries and explore how we can go further to deliver exceptional customer service.

When a customer contacts our complaints team, we own the issue end to end.

This role is responsible for providing a superior level of customer service by handling all referred cases from our frontline teams that require comprehensive investigation to resolve effectively as well as TIO referrals.


  • Effectively represent Optus as a complaint case manager and to take complete ownership of any presented situation
  • Building and maintaining excellent lines of communication and cooperation with critical internal and external stakeholders
  • Being the customer champion internally by providing valuable insights that are relevant and useful in the development of root cause initiatives
  • Identify & report system based errors that impact customer experience and create rework by others
  • Ensure all customer contact is accurately recorded in the appropriate systems/ databases to assist with future contact or followup
  • Pass on customer feedback/complaints to the relevant departments and advise customer of timeframe to resolve

About you:

  • Minimum of 2 years' experience in a complaints team environment
  • Ability to identify insights and trends and effectively develop recommendations back to the business
  • Product knowledge skill
  • Technical Skill knowledge aligned to the role
  • Excellent internal and external stakeholder management, strong influencing skills, excellent verbal and written communication
  • Knowledge of the Telecommunication Act and other Regulatory policies

So, Why Optus?
Our vision is to be Australia's most loved everyday brand with lasting customer relationships. By creating unique customer connections, being digital everywhere and delivered by our amazing people.

Every role at Optus helps us to achieve our vision.

We believe in the value of an inclusive and diverse workforce for our people to build stronger connections within our teams, with our customers and fuel innovation.

We're a highly collaborative workplace, and offer a range of perks such as:

  • Discounts to Optus products and services, and to over 400 retailers Australia wide
  • Ongoing training, mentoring and development opportunities
  • Hybrid ways of working
  • Competitive salary (expand upon STI, Comms etc.) (OPTIONAL)
  • Vibrant campus life, variety of facilities including restaurants and cafes

It starts with Yes


To find out more about our culture at Optus, go behind the scenes with our people by searching
#OptusLife on LinkedIn.

Please no recruitment agencies, we'll be managing this role in-house. Any resumes submitted outside of our process will be deemed the sole property of Optus.


As a provider of essential services across Australia, Optus has a critical role in the community through keeping our customers connected to the people they love and the things that matter.

We have a COVID-19 Vaccination Policy and also require vaccination to enter our workplaces.

Please speak to us if you have any questions about this policy or how it impacts you, including any concerns you might have about meeting this requirement.

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