What's your job about?
I began my journey as an Optus graduate in the Customer Care Strategy and Design team. In Care, we analyse customer data and feedback to improve customer experience. I am very lucky to be part of the Customer Care Transformation program — we are shaking up the way customers experience care at Optus and challenging the status quo of a traditional contact centre. Typically, customers would go through complex routing when they call or message us — needing to press different options multiple times to reach an agent. With this transformation, customers are routed back to the multidisciplinary community each time. And the communities are empowered to provide end-to-end care to a customer no matter the enquiry type.
I am grateful to play a driving role where I work with different stakeholders to communicate the transformation internally, conduct customer feedback analysis, create strategic playbook content and the Care website to be seen by more than 3,000 employees, and drive the delivery of the new Care branding and merchandise.
My typical day always starts with a morning coffee from one of the many cafes in our Optus campus. I usually have two stand-up meetings in the morning, where each of us give an update on our work and achievements. At lunch time, I catch up with other graduates outdoors, where we relax, talk about our personal lives and sometimes even challenges at work. Then I spend the rest of the day progressing through different projects, or if I have the capacity, I will ask if anyone in the team needs my support.
What's your background?
I was born in Sydney but grew up in Hong Kong. I often visited relatives in Sydney and absolutely loved the environment and people, so I decided to move back home. When I was at UNSW, I did a Commerce and Media degree. Completing a double degree means I can pursue two interests and meet people from different majors. I really enjoyed volunteering at university in the first two years, but when I reached third year, I focused on applying for internships to gain more industry experience.
I began working in a PR agency, where I realised work tasks and expectations differ greatly from university theories and concepts. While I was actively applying for a graduate job in my final year, I accepted an offer as a marketing assistant. I gained communication and people skills as I interacted with more departments while learning to use design applications for different projects. However, I was really interested in getting into a more structured graduate program, where I can network and explore my interests through various rotations. I have only been working at Optus for a short time, but I love my job and I love the culture. Everyone is extremely supportive and willing to teach, they put faith in me and provide opportunities to grow – what more can I ask for!
Could someone with a different background do your job?
Attitude plays an important part. Since Optus leverages new technology to constantly improve and deliver customer-centric experiences, it’s a fast-paced environment. We need to adapt quickly and always seek new digital solutions. If you enjoy helping others and finding new ways to bring delight to customers’ experiences, you will find it satisfying.
What's the coolest thing about your job?
I love that I am creating a better experience for customers. I enjoy designing customer journeys to create seamless service experiences. In the process of design, I gather information to understand customers’ requests and understand their perspectives. This is extremely enjoyable as I get to reflect on the customer service that I like and dislike from my own experiences. From reading and analysing data, I can understand what customers want and need – and I have a deep sense of satisfaction when I know my work will have a positive impact on customers directly!
What are the limitations of your job?
Optus has an amazing culture, but if I have to think of a limitation, it would be starting the graduate program at home due to the COVID-19 pandemic. Before I started, I imagined having coffees with other graduates, running around to find meeting rooms and going up to people’s desks to ask questions. However, it has been a unique experience that has encouraged us to be flexible and adapt to new ways of working.
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