Business Support Executive

2 weeks ago


Adelaide Region SA, Australia Optus Full time

**Business Support Executive**:
**Date**:05-May-2023

**Location**: Adelaide, Australia

**Company**:Singtel Group

**About the role**:
The BSE will be responsible for providing customer lifecycle support for all segments within the Optus Business customer base across direct to external and internal sales teams.

These teams will include the Optus Business Centre’s, internal sales teams, Account Management teams and retail partners in managing relationships with valuable whole of business customers within multiple value segments predominantly through collaboration activity. You will also be responsible for supporting the retention of these high value segments with a high level of product knowledge across the Optus Business suite.
- Ability to work collaboratively with the Optus Business Centre’s, internal sales teams, Account Management teams and retail partners while acting as a pillar of service support.
- Documenting / tracking the progress of each customer's complaint through the required systems.
- Diligently monitor credit requests and escalated complaints to identify critical business insights relating to issues with process or compliance and working closely with Risk and Compliance teams.
- Developing and presenting internal business cases with the team.
- Provide guidance and approvals with discretionary credits/pricing to facilitate issue resolution within existing accounts and within business guidelines.

**About you**:

- Demonstrated experience in Telecommunications customer service industry with a proven record of meeting and exceeding current objectives.
- Ability to prioritise and manage multiple tasks at once.
- High level negotiation and conflict resolution skills.
- Ability to identify and escalate customer impacting issues / trends - including sales behaviours.
- Ability to understand the sales journey and customer lifecycle.



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