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Australian operator to simplify customer care, billing systems to provide ‘consistent’ experience.
Optus on Monday announced a round of job cuts as part of a plan to overhaul its customer service operations and cut costs.
The Australian operator said it will simplify its billing and customer care systems and retrain staff in a bid to avoid transferring customers’ enquiries between multiple customer care representatives.
In a statement, Optus said it wants to ensure "customers get a more consistent experience, no matter how they choose to engage with us, or how many accounts they have with Optus."
The changes also mean that Optus’ enterprise, wholesale and satellite divisions will "rationalise roles and optimise resources" to cope with what it called an increasingly-competitive trading environment.
"As a result, Optus is proposing to make a number of roles redundant," the telco said.
An Optus spokesperson confirmed in an email to Total Telecom that 480 jobs will go.
"Optus will consult directly with affected employees to explore ways to mitigate the impact of these changes, including redeployment opportunities," the company said.
This story was updated at 10:10 after an Optus spokesperson confirmed the number of redundancies.
