Experience:
No experience
Employment Type:
Full time
Posted:
9/1/2017
Job Category:
Customer Service
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Business Fleet Cust Exp Consultant
Singtel | Adelaide, California
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Job Description


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The Fleet Customer Experience Consultant provides dedicated frontline support to the high value business mobile customer base.  These are emerging small to medium business customers that can have anywhere from 6 to 150 services attached to an account (in some cases a maximum of 150).  

 

This role is accountable for delivering brilliant service to a diverse range of customers, encompassing channel partners, account managers and related stakeholders.  With such a diverse customer base in conjunction with the complexity that underpins the range of associated products and options of bolt on/inclusions, the role will require a high level of autonomy and the ability to think on your feet to resolve customer issues. The consultant will be responsible for promptly identifying the customer segmentation and appropriately owning and resolving the customer’s issue by exploring the range of possible options to determine the right solution.  This may also involve liaising with the business channel partners to achieve optimum customer outcomes.  

 

It will be critical for the ongoing success of the Fleet portfolio for consultants to maximise customer retention by proactively identifying port threats and executing the appropriate retention strategy that balances both the needs of the customer and the business. The risk associated with churn of these customers, in taking their business and revenue to a competitor, is significant due to the multiple services attached to one account as is the impact to the Optus brand.  Therefore a high level of effective decision making, communication and negotiation skills are essential.

 

The success of this individual will depend on their ability to bring to life the behavioral blueprint of Listen, Own and Value and demonstrate this to a superior level at every customer touch point.  This will be recognized through the key measures of success; Issue Resolution and brand advocacy.  

 

The consultants within this business unit have a higher level of empowerment in terms of customer experience outcomes, such as credit adjustment limit and retention capability skills with the associated toolkit. They will also be expected to upsell and cross sell products to offer the best possible outcome for the customer. Differentiated targets will reflect this in comparison to our general servicing contact centres

Heads Up!!
Due to the fast paced nature of the Optus business, our vacancy close dates may be subject to change. Don’t delay, make sure you apply as soon as possible. We will assess applications as they are received.
One last thing, Optus operates a direct sourcing model so no agency introductions, sorry folks.

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