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Care Expertise Coordinator
1 month ago
At the Singtel Group, we're not just redefining the future - we're crafting it. Our teams are pioneering new technologies, driving innovation, and investing in bold ideas that transform industries and lives.
The Specialist Care Community at Optus is at the forefront of this revolution, handling complex and sensitive situations with professionalism, empathy, and care. As a Care Expertise Coordinator, you'll be the expert link between our customers, teams, and stakeholders, ensuring seamless communication and exceptional outcomes.
Your role will involve coordinating high-profile cases from start to finish, supporting experts and coaches, identifying trends, and applying sophisticated negotiation skills to engage with diverse collaborators. You'll recognize underlying risks and share your expertise to improve team knowledge and performance.
Salary: $80,000 - $110,000 per annum
Responsibilities:
- 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.
- Availability to work Full-time (5 days) between Monday to Saturday, from our Optus Head Office in Adelaide.
Benefits:
- Inclusive paid parental leave, up to 14 weeks for the primary caregiver
- 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
At Optus, we value diversity and say 'yes' to embracing individual differences. We're committed to ensuring 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.
