Social Media Care Expert

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Tailor Your Resume for this Job

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It starts with YES!

At Optus, we have an ambitious goal to be Australia’s most loved everyday brand.

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 a challenging 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 enquiries 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 organizational 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.

24 x 7 roster, Monday to Sunday, subject to customer demand.

The good stuff …

Inclusive carer neutral paid Parental Leave of up to 16 weeks.

Competitive leave including 2 'Connected Leave' Days.

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.

Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.

At Optus, we have an ambitious goal to deliver real choice by championing the customer. Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn

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. 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