Social Media Care Expert

3 weeks ago

Melbourne, Victoria, Australia Optus Full time
Overview

Join to apply for the Social Media Care Expert role at Optus.

As an Expert in the Social Media Care Team, you will belong to a dynamic digital community delivering extraordinary customer service in public-facing environments as well as supporting customers through voice. You will collaborate with Senior Social Media Experts, handle initial interactions, and support high-risk, sophisticated cases. Using social media, voice, messaging, and email, you will adeptly adapt tone and messaging to suit diverse platforms and scenarios. This role fosters skill-sharing, collaboration, and innovative solutions.

Responsibilities
  • Monitor, moderate, and engage with customers across digital platforms, including social media, review sites, forums, app stores, and customer cases.
  • Support Optus enquiries through 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.
Qualifications
  • 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 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.
Company information

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. We are committed to equal employment opportunity and inclusivity. If you require adjustments or accessibility support to participate in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. For more information on Diversity, Inclusion & Belonging, visit https://www.optus.com.au/about/inclusion-diversity.

Job details
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Marketing and Sales
  • Industries: Telecommunications

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