This is a Customer Experience Consultant role with Optus based in Melbourne, VIC, AU Optus Role Seniority - junior More about the Customer Experience Consultant role at Optus Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions. Join our team on site as a Customer Experience Consultant, and be part of a unique Centre focused on delivering exceptional customer care . You’ll handle a wide range of enquiries end-to-end—from billing to account support—across multiple channels including voice and messaging. Our collaborative workspace makes it easy to share knowledge and create innovative solutions together. This is your chance to influence change and help shape a new era in customer care. What You’ll Do Provide a high-quality customer experience handling requests from general queries to account maintenance and payment support with confidence and care. Own the customer experience and take responsiblity for customer interactions ensuring effective, timely and empathetic resolutions. Connect with customers via voice and digital platforms, providing clear, accurate, and complete information that builds trust. Share insights with your peers and contribute ideas that elevate the customer experience. Thrive in a dynamic environment where flexibility and adaptability are key to serving our customers better. Play an active role in Optus’ transformative journey, helping us redefine what exceptional customer service looks like. What You Bring Passion for engaging with people and genuine interest in helping customers. Experience in a high-volume digital customer service environment, preferably inbound/outbound call centres. Strong verbal and written communication skills and demonstrated customer service expertise. Ability to prioritise tasks, exercise initiative, and adapt to change in a dynamic environment. Resilience, compassion, and a collaborative approach to deliver exceptional customer outcomes. Have a sense of urgency with shown ability to prioritise tasks, allocating time and resources optimally to achieve best results. Proven ability to exercise initiative and solve problems from multiple angles. Roster Details | Sample Working hours: Role This role is on site at our Optus Campus, Full time and operates on a 24/7 rotating roster with the following shift patterns: Rotation Start Stop Rotation 1 07:00 AM 03:00 PM Rotation 2 09:00 AM 05:00 PM Rotation 3 10:00 AM 06:00 PM Rotation 4 11:00 AM 07:00 PM Rotation 5 12:00 PM 08:00 PM Rotation 6 03:00 PM 11:00 PM Rotation 7 10:00 PM 06:00 AM (1) Rotation 8 11:00 PM 07:00 AM (1) Start times may vary based on call arrival patterns and could be staggered at 10–15 minute intervals. What’s in it for you? Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners. Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you. We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks. Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities. Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA). Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video. 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. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity The Optus Talent Acquisition team are taking a break for the holiday period from Saturday 20 December, and we will return on Monday 5 January 2026. We will begin to review applications upon our return. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Optus team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Providing high-quality customer experience ️ Owning the customer experience Connecting with customers via multiple channels Key Strengths ️ Strong verbal and written communication skills Experience in a high-volume digital customer service environment ⚡ Ability to prioritise tasks and adapt to change Resilience and compassion Collaborative approach Problem-solving skills A Final Note: This is a role with Optus not with Hatch.
