Specialist Care Lead

2 weeks ago


Adelaide, South Australia Singtel Full time
Job Title: Specialist Care Lead - Complex Case Coordinator

Job Summary:

Optus is seeking a highly skilled Specialist Care Lead to coordinate complex and high-profile cases from start to finish. The successful candidate will support our experts and coaches, identify trends, network effectively, and apply sophisticated negotiation skills to engage with various collaborators.

Key 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 meets 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.

Requirements:

* 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.

About Optus:

At Optus, we have an ambitious goal to be Australia's most loved everyday brand. 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.
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