Optus
About Us
At Optus, we’re passionate about creating compelling customer and employee experiences, and bringing to life the spaces and things that make this possible. It’s about empowering our customers to thrive in an age of unprecedented digital disruption. And it’s why Optus is trusted by thousands of Australian organisations who value a partner that understands the full breadth of managed technology and services – from applications, security, cloud-led ICT, to collaboration and contact centres. All underpinned by our smart and secure network. Backed by the international strength of the Singtel group and the power of our mobile, fixed and satellite networks, regional strength and local expertise, Optus Enterprise brings together best of breed partners to create the solution that’s right for your business. No longer is it about products and services, but a connected digital experience that empowers people to do more.
About the Role
Reporting to the Operations Manager, the Customer Account Executive will support the Account Team to retain and grow customer revenue streams within a designated sales territory or national alignment. You will help create a strong and profitable customer relationship for Optus Enterprise from the initial proposal through to service implementation and on-going account service management.
The Customer Account Executive will help to achieve maximum customer satisfaction by being involved in Regular Relationship Reviews with customers to support their requirements. The Customer Account Executive will own actions from an operational get well plan based on the Voice of the Customer or Win / Loss results, where there is no Customer Delivery Manager assigned to the account. You will play an important role in the internal education and lessons learnt from Voice of the Customer and Win / Loss interviews working with Account Managers to address areas of opportunity to increase customer satisfaction throughout the customer’s lifecycle with Optus in order to strengthen the relationship and drive customer tenure.
Key responsibilities include Drive and ensure aspects of Customer Experience associated with billing accuracy and contractual obligations; Implement all contractual Obligations for Optus and the customer and management of ongoing customer revenue; Assist in proposal development identifying and managing the key stakeholders required to develop the solutions proposed to the customers; Participate in final proposal reviews and have the ability to incorporate changes into proposals as required; Initiate billing requirements discussion with a customer at the BUY or CONNECT phase; ,Consult to and accurately capture billing and reporting requirements where applicable; Ensure the bill is correct by working closely with Billing Operations to provision the billing solution correctly; Verify all of the customer’s billing specifications such as cost centre hierarchies; Ensure the billing solution is delivered on time to match the customer’s most immediate billing cycle; Engage with and coordinate all relevant Optus work groups including the CAESS team in Kaula Lumpur, Ensure that service orders are complete and accurate to enable services; to be turned on quickly by the relevant groups.; Develop and deliver instructions to customers for Optus’ customer support environment and Outline the key contacts and procedures for Customer Service, Product Fulfilment.
About You
We are looking for the following skills, attributes and experience
- Prior experience in a Telephone Based Account Management and/or Customer Support Role
- Detailed understanding of the Processes and procedures that are required of the Account teams to bring an opportunity to close and claim.
- Time Management & Prioritisation Understanding
- Highly initiative and resourceful
- Resilient to the capability levels of the account teams
- Desktop Applications Skills: SMART and MS Office Applications Competent Knowledge
- MS Project & or similar project management tools
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