At Optus, we have an ambitious goal to be Australia's most loved everyday brand.
Are you an individual who can empower, inspire, and encourage a Community of Experts team to create unique customer connections and resolve customer inquiries? Your days will consist of coaching and mentoring to build a culture of outstanding experts! Our communities include universal skills to give our Experts confidence to respond to any customer enquiry type, providing end-to-end service.
Using a mixture of communication mediums, you'll be guiding, motivating, and ensuring our team remains at the forefront of delivering both quality service and effective solutions.
Your day in the life of a Community of Experts Coach at Optus Meet objectives for team performance and individual performance of experts by providing effective feedback, mentoring, and support.
Minimise critical issues through effective coaching and support as well as accurate handling of escalated calls.
The ability to problem solve and encourage individuals to make informed decisions, as well as leadership and sales coaching experience.
Reporting regularly on multiple KPI's and providing insights to your direct reports and collaborators.
Drive a customer-centric culture within the business, improving quality, productivity, and efficiency, meeting key performance indicators.
Your skills to pay the bills Proven ability to coach to success and build hard-working successful teams.
Experience in operating in a high-volume digital customer service environment.
Strong time-management and organisation skills with the ability to handle multiple concurrent customer enquiries, projects, and responsibilities.
Ability to exercise good independent judgment and discretion.
Optus is a place where we let you do you.
We offer a range of benefits including: Competitive salary and sales performance incentives complemented with a great recognition program.
A "connected" day for you to use to connect to something you are passionate about.
$80 monthly credit and 25% discount on all Optus plans.
Unlock additional benefits to over 400 retailers Australia-wide including Iconic, Mimco, Estee Lauder & Nine West.
Access to professional development, training & mentoring opportunities offered through our exclusive Optus U! Capability Institute.
Join our employee networks such as Express Yourself, Yarn & Elevate – Elevate is our employee network creating an inclusive community to empower & elevate women.
Flexible working arrangements – talk to us about how this role could be flexible for you.
Intrigued - but perhaps you don't align to 100% of the role requirements? That's OK, we strongly encourage you to apply – we all have growth & development opportunities.
At Optus, 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.
If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email Accessible ****** along with your preferred method of contact and we will be in touch.
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