Customer Resolution Expert

5 days ago

Melbourne, Australia Optus Full time

**Customer Resolution Expert**:
**Date**:20 Dec 2024

**Location**: Melbourne, Australia

**Company**:Singtel Group

**It starts with YES**

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

The Customer Resolution Team will be responsible for managing customer complaints from both internal and external authorities and via all company platforms in a prompt, professional and caring manner. While providing the best customer experience each and every time.

As a member of the Customer Resolution group, you’ll form part of a wider community of Customer Resolution Experts empowered to provide our customers with exceptional service and support. Customer Resolution Experts will be universal in customer care knowledge and complaints resolution experts who are able to resolve customer issues first time or know where to go to get the fastest, fairest resolution for our customers.

At Optus, we’re creating an environment where we actively encourage a proactive and highly engaged team culture where staff are inspired to advocate for their customers to provide excellent service to reduce both internal and TIO complaints. When a customer contacts our Customer Resolution Team, we own the issue end to end.

**Your day in the life of a Customer Resolutions Expert at Optus**
- Ensure that all responses are thoroughly and accurately investigated, align with relevant Codes, Regulations and Legislation, and offer cost effective and creative resolutions.
- Assisting and working with customers in financial hardship to put in place a feasible and affordable payment plan.
- Ensure that company rules and policies are being applied in all CSG transactions.
- Work with a range of stakeholders to resolve or develop solutions through effective researching, problem solving and by demonstrating our Be Brave, Be Curious and Create Connections behaviors to an exceptional level.

**Your skills to pay the bills**
- Well equipped in problem solving and handling sophisticated customer complaints.
- Strong interpersonal skills to display an appropriate level of negotiation and compassion.
- Strong communication skills.
- Ability to understand and articulate written and verbal issues.
- Ability to develop strong and lasting customer relationships.

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