Customer Experience Specialist

7 days ago

Macquarie Park, Australia Singtel Group Full time

Optus, a leading Australian telecommunications company, seeks an experienced Customer Experience Specialist to join their team.

About the Role

The Specialist Care Lead plays a pivotal role in coordinating high-profile cases from start to finish. You will support our experts and coaches, identify trends, network effectively, and apply sophisticated negotiation skills to engage with various collaborators.

Main Responsibilities
  • Actively handle and investigate complex complaints received internally or externally in a timely manner to the customers' satisfaction.
  • Liaise with key internal and external stakeholders such as representatives of the TIO, NBN, Financial counsellors, public trustees' office.
  • Develop varying resolutions which meet business and customer needs without compromising the customer experience.
  • Use strong case investigation, influencing and resolution skills to negotiate with customers to overcome concerns to drive customer satisfaction, retention and to reduce any adverse exposure to Optus whether financial or other.
Key Skills and Qualifications
  • Excellent communications skills and ability to understand and articulate issues (written and verbal), with the ability to display an appropriate degree of empathy.
  • Experience in handling complex customer inquiries, and ability to work under pressure and handle competing priorities.
  • Be able to negotiate positive outcomes, be team oriented and able to build positive relationships with others.
  • Be confident in handling customers expressing self-harm tendencies, employing de-escalation techniques, and connecting them with professional help.
Benefits and Opportunities
  • Inclusive paid parental leave, up to 14 weeks for the primary care giver.
  • All Optus employees have access to resources, webinars and support via the 'Parents at Work portal.'
  • Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University).
  • Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network.

$90,000 - $110,000 per annum based on location and experience. Opportunity to grow and develop your career in a dynamic industry.

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