Customer Delivery Associate

4 weeks ago

Canberra, Australia Optus Full time

**Customer Delivery Associate**:
**Date**:3 Aug 2023

**Location**: Canberra, Australia

**Company**:Singtel Group
- Business Unit: Client Delivery - Key Accounts
- Reporting to: Danish Khan
- Location: OCC
- Talent Acquisition Partner: Natalie James

At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians.

We believe 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.

**Ready to reimagine your Career with Optus?**

As a Customer Delivery Associate - Switchboard at Optus, you will play a vital role in ensuring exceptional customer service by efficiently managing and handling incoming inquiries through our switchboard system. Your primary responsibility will be to provide timely and accurate assistance to our customers, both within Australia and internationally. This critical position requires strong communication skills, a customer-centric mindset, and be able to navigate complex inquiries with utmost professionalism.
- Operate and manage the switchboard’s Arc system to handle a high volume of incoming customer inquiries, ensuring timely and courteous responses.
- Engage with customers to gather relevant information about their inquiries and provide comprehensive assistance accordingly.
- Act as a resourceful problem solver, addressing customer concerns and ensuring their needs are met to the best of your abilities.
- Managing multiple calls while ensuring prompt and accurate responses requiring strong organisational skills.
- Some callers may have complex inquiries that require extensive investigation or coordination with various departments, so the ability to manage these situations.
- Handling sensitive customer information and maintaining data privacy is critical. Switchboard Operators need to adhere to strict confidentiality protocols and ensure that customer data is always protected.

**Why you are our next Customer Delivery Associate**:

- Great experience in customer service or a similar role, preferably involving switchboard operations.
- Excellent customer service skills, with the ability to interact professionally and attentively with callers.
- Proficiency in conflict resolution, identifying and mitigating risks to reduce escalation instances.
- Meticulous attention to detail, ensuring accuracy in names, numbers, and information relayed.
- Ability to handle challenging situations with composure will contribute to maintaining a seamless and positive experience for the callers.
- Confident use of relevant computer systems and software.

**What’s in it for you?**:

- Competitive salary and performance incentives
- Discounts to Optus products and services, and to over 400 retailers Australia-wide
- Training, mentoring and development opportunities (ask us about OptusU)
- Up to five days of Volunteer Leave per year
- A “connected” day for you to use to connect to something you are passionate about
- Keen to see what it’s really like to work at Opus? Search #OptusLife on LinkedIn to go behind the scenes
- We have a COVID-19 Vaccination Policy and require vaccination to enter our workplaces. Please speak to us if you have any questions about meeting this requirement.

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