Optus Tele Account Manager (B2B)
Gold Coast, QLD | Full-Time | $60-65k Base + Super + Sales Incentives
· Join a growing, values-driven team supporting Australian businesses customers
· Office-based role in Bundall on the Gold Coast
· Customer service–led role with inbound sales opportunities
· Support the Sales team and Channel Admin while managing customer accounts
· Build long-term relationships and help businesses stay connected
· A great opportunity to build or grow your career in business telecommunications
With a strong focus on customer experience and retention, our team is expanding on the Gold Coast, and we're looking for a motivated Account Manager to support our Small and Medium Business customers.
Optus Gold Coast is a division of Queensland Computers Pty Ltd. You'll be working with a local team while being supported by the scale and capability of Optus's national network.
This role is primarily customer service focused, supporting existing business customers with enquiries, account management, and service requests. The role also includes sales support and inbound sales, identifying opportunities to upsell, cross-sell and recontract customers.
You will work closely with customers to understand their needs and help ensure their telecommunications services align with their business objectives.
The Role
We are seeking customer-focused professionals who enjoy supporting customers, managing accounts, and delivering consistently high service standards.
This is an office-based, internal role working with an existing customer base. You'll manage inbound calls and customers enquiries, support account renewals and changes, and recommend suitable upgrades or additional services, and assist the sales and channel admin teams.
You'll track customer interactions in CRM systems, meet service and retention KPIs, and contribute to positive customer outcomes.
What You'll Be Doing
· Manage and support a portfolio of existing Small and Medium Business customers
· Handle inbound calls relating to accounts, services, renewals, and general enquiries
· Deliver high-quality customer service and resolve issues efficiently
· Retain customers by ensuring their solutions remain fit for purpose
· Identify inbound upsell and cross-sell opportunities across voice, data, and internet solutions
· Provide clear, professional advice tailored to customer needs
· Maintain accurate CRM records and report on customer interactions
· Support the sales team and channel admin, assisting with order processing, revenue tracking, and administrative tasks
· Achieve daily, weekly, and monthly customer service, retention, and sales KPIs
· Collaborate with internal teams to ensure seamless delivery and exceptional customer outcomes
Our Ideal Candidate
· Previous experience in customer service, contact centre, or account support roles
· Excellent verbal and written communication and relationship-building skills
· Customer-focused with a consultative sales approach
· Experience in inside sales, telesales, account management, or retention-focused sales
· Comfortable working to KPIs in a structured environment
· Ability to work full-time from our Gold Coast office
· Full working rights in Australia with the ability to pass a background check
· Experience in telecommunications or technology environments (advantageous)
· Experience in business telecommunications or B2B sales (advantageous)
· Confident using CRM systems to manage customer activity
Capabilities That Matter
· Customer-Focused Communication: You can engage confidently with business owners and decision-makers, explain telco solutions clearly, and build lasting relationships.
· Sales and Retention Mindset: You take ownership of your customer portfolio, meet or exceed targets, and proactively identify opportunities to retain and grow accounts.
· CRM and Systems Savvy: You maintain accurate records, manage follow-ups efficiently, and use CRM tools to track your activities and customer interactions.
· Problem-Solving and Initiative: You approach challenges with a solutions-first mindset, taking responsibility for issues and seeing them through to resolution.
· Team Collaboration: You work well with colleagues across the business, sharing updates, supporting the sales team and Channel Admin, contributing positively to team culture.
· Time Management and Organisation: You manage multiple tasks, calls, and follow-ups effectively, prioritising to meet deadlines and KPIs.
· Professionalism and Integrity: You act with honesty and reliability, adhering to all compliance and regulatory requirements, and representing the business with care and professionalism.
Our Culture – What It Means to Be Part of Our Team
We are collaborative, supportive, and results-driven. We celebrate success, encourage learning, and reward initiative. If you are motivated to deliver excellent customer experiences while helping businesses stay connected, you'll thrive here. We have three core values. We are Passionate, We have Integrity & We get it done!
Ready to Build Your Career?
If you enjoy supporting business customers, working in a collaborative office-based team, and identifying inbound sales opportunities in a customer-focused role, APPLY NOW and join our Optus Gold Coast team.