Social Media Care Expert

We don’t sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit.

As an Expert in the Social Media Care Team, you'll belong to a dynamic digital community delivering extraordinary customer service in public-facing environments as well as supporting customers through voice. Collaborating with Senior Social Media Experts, you'll handle initial interactions and support high-risk, sophisticated cases.

Using social media, voice, messaging, and email, you'll adeptly adapt tone and messaging to suit diverse platforms and scenarios. This role fosters skill-sharing, collaboration, and innovative solutions.

Ready to reimagine your career at Optus?

• Monitor, moderate, and engage with customers across various digital platforms, including social media, review sites, forums, app stores, and customer cases.
• Support Optus and Optus Sport inquiries through both inbound and outbound channels, including voice and digital platforms.
• Handle complaints and provide timely solutions while upholding brand values to prevent TIO escalations.
• Serve as brand ambassadors by educating audiences and handling high-visibility interactions.
• Protect online reputation during crises by collaborating with internal partners and ensuring timely communication with customers.

It starts with you!

• Experience in high-volume, high-visibility customer service environments with a solid understanding of popular social media platforms.
• Outstanding listening, written, and verbal communication skills, supported by a portfolio of online writing samples.
• Strong time-management and organisational skills, capable of balancing multiple concurrent customer inquiries, projects, and responsibilities.
• Meticulous attention to detail and diligence in consistently following up on open subjects/cases, with the ability to complete tasks on time with minimal direction.
• Excellent organizational skills and the ability to thrive in time-critical environments and meet deadlines.

The good stuff …

• Inclusive paid parental leave, up to 14 weeks for the primary care giver
• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
• Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)
• Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network

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, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We’re here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours. 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 23rd December 2024 to 3 January 2025. Rest assured, your application will be reviewed and you will receive an outcome and update upon the team's return.