About the Company
Optus is one of Australia’s leading telecommunications companies, providing mobile, internet, TV, and business services to millions of Australians. We are committed to connecting people and creating a better future for our customers. Our diverse team works with passion and integrity to deliver exceptional service and innovative solutions.
Job Description
We are seeking a dedicated and empathetic WFH Customer Retention Agent to join our remote team. In this critical role, you will be primarily focused on engaging with existing customers via chat and email to understand their needs, address concerns, and prevent churn. Your goal will be to build lasting relationships, highlight the value of our services, and retain customers through positive interactions and problem-solving.
Key Responsibilities
- Engage proactively with customers via live chat and email to resolve issues and retain their business.
- Identify underlying reasons for customer dissatisfaction and offer appropriate solutions or alternatives.
- Effectively communicate the value proposition of Optus products and services.
- Handle a high volume of customer interactions while maintaining quality and efficiency.
- Document customer interactions and resolutions accurately in the CRM system.
- Collaborate with internal teams to escalate complex issues and ensure timely resolution.
- Meet and exceed individual and team retention targets.
- Stay informed about product updates, service changes, and competitive offerings.
Required Skills
- Excellent written communication skills with a strong command of English grammar and spelling.
- Proven ability to empathize with customers and de-escalate challenging situations.
- Strong problem-solving abilities and a proactive approach.
- Ability to work independently and manage time effectively in a remote environment.
- Proficiency in using CRM software and multiple communication platforms.
- Reliable high-speed internet connection and a quiet home office space.
Preferred Qualifications
- Previous experience in a customer retention, customer service, or sales role, particularly in a chat/email environment.
- Experience in the telecommunications industry.
- Familiarity with Optus products and services.
- A diploma or degree in a relevant field.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive paid training program.
- Ongoing professional development and career growth opportunities.
- Employee discounts on Optus products and services.
- Access to an employee assistance program.
- Flexible work-from-home schedule.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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