Social Media Care Expert

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions. 

As an Expert in the Social Media Care Team, you will be part of a lively digital community providing outstanding customer service. You will work alongside Senior Social Media Experts, managing first contacts and addressing complex, high-risk cases through various channels. Using social media, messaging, and email, you'll adapt tone and messaging to suit diverse platforms and scenarios. This role fosters skill-sharing, collaboration, and innovative solutions. 

What You’ll Do 

• Monitor, moderate, and engage with customers across various digital platforms, including social media, review sites, forums and customer cases. 

• Support Optus enquiries through both inbound and outbound channels, including digital channels. 

• Handle complaints and provide timely solutions while upholding brand values to prevent blocking issues. 

• 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. 

• Apply your expertise to proactively identify trends and provide insights. 

• Adapt responses to dynamic scenarios, ensuring a personalised customer experience. 

What You Bring 

• 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 enquiries, projects, and responsibilities. 

• Careful attention to detail and persistence in regularly monitoring open subjects/cases, with the ability to finish tasks on schedule with little supervision. 

• Strong organisational abilities and the capacity to excel in time-sensitive settings and fulfill deadlines. 

• In-depth familiarity with customer service approaches and the skill to address challenging cases with empathy and resilience. 

• Proven ability to work collaboratively in a team-oriented environment, sharing insights and encouraging a culture of continuous improvement. 

• Flexibility to work a 24x7 roster, Monday to Sunday, subject to customer demand with three core shifts: 7am-3pm, 3pm-11pm and 11pm-7am. 

What’s in it for you? 

• Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners. 

• Competitive leave policies, including additional 'Connected' days to focus on culture, family, health, community, or whatever's important to you. 

• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks. 

• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities. 

• Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network, and Express Yourself (LGBTQIA+). 

• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video. 

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 to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help.  

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity