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Customer Account Executive, Nsw

Optus - Macquarie Park, NSW

Any Industry
Source: uWorkin

Source: uWorkin


At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians. We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

The Role:

Work within the Accounts Team to retain and grow customer revenue streams within a designated sales territory. You’ll be responsible in helping to create a strong and profitable customer relationship for Optus Enterprise clients from the initial proposal through to service implementation and on-going account service management.

This is driven across three main areas of focus:

  • Driving and ensuring aspects of Customer Experience associated with billing accuracy; contractual obligations i.e. credits, tech funds, sales order delivery
  • Implementation of all contractual obligations for Optus and the customer
  • Management of ongoing customer revenue (including correct set up and ongoing management of billing and revenue accuracy)

You’ll be responding across a dynamic and multi layered product matrix and ensuring the correct contractual implementation of these specific lines of Business;

  • ICT requirements specific to the role
  • Mobility provisioning
  • Fixed provisioning
  • Billing at a product level

You will initiate billing requirements discussion with a customer at the BUY or CONNECT phase, consult to and accurately capture billing and reporting requirements where applicable. Additionally, you need to ensure that the bill is correct by working closely with Billing Operations to provision the billing solution correctly.

The role requires engagement with and coordinate all relevant Optus work groups to ensure that service orders are complete and accurate to enable services to be turned on quickly by the relevant groups.

You’ll be involved in regular relationship reviews with customers to support their requirements and own actions from an operational get-well plan based on the Voice of the Customer or Win / Loss results.

About you:

Experience in a telephone-based Account Management and/or Customer Support role coupled with having a detailed understanding of the processes and procedures that are required for the Sales Accounts teams to bring an opportunity to close.

Additionally, you will also possess the following;

  • Extremely well organized with some Project Management skills
  • Professional phone manner & strong communication skills, verbally and written
  • Excellent relationship management skills
  • Highly customer focused
  • Exposure to CRM and reporting systems
  • Proficiency in MS Office
  • Commercially astute with proven ability to be able to create strategic plans which satisfy customer's needs and business.

Desirable skills include;

  • Demonstrated experience with continuous improvements projects
  • An understanding of automation or process improvement methodology

Optus is a place where we let you do you. Whether you’ll be working in our corporate offices or in a retail store, we are a highly collaborative workplace, and offer a range of perks such as:

  • A competitive salary
  • Discounts on products and services
  • Ongoing training, mentoring and development opportunities
  • Up to five days of Volunteer Leave per year
  • Flexible work options

We understand that flexibility means different things to different people. We are proud to offer a variety of options to work in different ways, such as flexible hours, partial remote working, job share and part-time. Please talk to us about how we can make this role work for you. Our flexible hybrid remote model lets our people work across home and one of our offices across Australia.

Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.

Please no recruitment agencies, we’ll be managing this role in-house. Any resumes submitted outside of our process will be deemed the sole property of Optus.