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Expert Customer Advocate

1 month ago

Adelaide, South Australia Singtel Group Full time

Job Overview:

We are seeking a highly skilled and empathetic Specialist Care Lead to join our team in Adelaide. As a key member of our community, you will be responsible for handling complex customer inquiries, ensuring timely and professional resolutions, and providing exceptional customer experiences.

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. Your role involves recognizing underlying risks and trends and sharing your expertise to improve team knowledge and performance.

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.

What We Offer:

Our comprehensive compensation package includes an estimated salary range of AU$90,000 - AU$110,000 per annum, depending on experience, plus benefits such as inclusive paid parental leave, access to extensive online learning resources, and opportunities for career growth and development.

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.