O2A Specialist Agent - Fixed Term - November 2018


Are you looking for a change and something different? Ever wanted to work for a start-up organisation and be part of building something from the ground up?  Well if you're intrigued and want to know more, carry on reading.

Belong started in October 2013 with the purpose of shaking-up the competitive home broadband market by providing Australians with great value ADSL and nbnTM network services, and in October 2017, we extended our offer to mobile plans. We understand that staying connected is important to modern life, so our plans come with generous data inclusions and options to help customers get the most out of their dataful life. We're all about keeping it simple: hassle free, flexible and affordable. What you see is what you get.

About The Role

With a thriving customer base and rapid expansion underway as we launch mobiles to complement our broadband range of products, it’s important that we engage and delight our customers with an exceptional experience from the time they join. Supporting this, we’re growing our O2A (Order-to-Activate) team to ensure we deliver on this promise by providing a smooth onboarding journey for our customers and that their service is up and running in a reasonable timeframe. We are now on the hunt for O2A Specialists on Short Term Contracts until the end of November 2018.

As an O2A Agent, you’ll be in the frontline team that processes sales orders that have fallen into the manual work queues. You’ll advocate for the customer’s needs and desires, which in turn will enable us to achieve our ambitious growth targets. We’ll train you on our systems and processes, ensuring you develop expertise in the O2A function so that you can deliver world class customer service.

On a day to day basis some of the activities you may be involved in,

  • Manage work queue volumes in a structured way to ensure team outcomes met
  • Assist in management of workload across team to meet same day processing SLA
  • Work with existing team members and management to ensure quality objectives are achieved
  • Understand work effort and setting goals to assist in team workload management
  • Support O2A functions to ensure wider O2A team workload is being met to required quality, and same day SLA parameters.
  • Identify ongoing process improvements that will assist business to achieve best customer outcomes
  • Support new or change processes with a focus on best team outcome
  • Support transitional activities where required to validate accuracy of work instructions and impact of change on team
  • Escalate individual customer activation issues as per process
  • Communicate patterns in activation issues

So, Who Are We Looking For?

We would love to hear from those who have,

  • A positive can-do attitude and willingness to work as team player
  • Demonstrated experience in providing a world class customer experience journey
  • Proven experience to work in a collaborative environment to achieve the desired outcomes
  • Great communication skills – both verbal and written
  • Excellent negotiation and stakeholder engagement skills
  • Understanding of Telco networks and how orders are activated
  • An understanding of ADSL & NBN technologies and network infrastructure
  • Understanding of Belong systems – Salesforce and Octane advantageous
  • The ability to work in a fast-paced, agile and nimble environment that fosters a culture of collaboration and ownership from its people.
  • Demonstrated work experience within a Telco environment is highly regarded

Please note that these roles are Short Term Contract roles and will be running until the end of November 2018

NEXT STEPS?

If this role excites you then we would love to hear from you. Apply NOW!

Belong is full of customer loving, product shaping, market creating and technology building people; passionate about making things straight forward for our customers. If this sounds like you, we’d love to hear from you!

We work flexibly at Belong. Talk to us about how this job could be flexible for you. We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

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