Customer Service Agent-social Media

**Description**:
Do you have a curiosity about what the social media world entails and would like to keep up to date with the fast changing technology of the BPO industry? If you do then the Social Media and Disruptions team is for you

At Probe Group, we're powered by passion, driven by curiosity, and enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia, North America, and South Africa, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose. Stellar is a Probe Group company.

If you want to find out more about who we are and what we're about, follow the link below to see the full story

Now, enough about us. Let’s chat about you.

We’re looking for success-driven, team-oriented superstars to work for the Probe Group as part of our Social Media and Disruptions team based in the Brisbane CBD.

If you’re interested, here is what you need to know.
- Working on behalf of one of our government clients
- This role is full-time with the following the following rotational shifts, either 6 am to 2pm or 3pm to 11 pm
- Located role will be based at Mary Street, Brisbane CBD
- Initial 2 weeks training will be held at our Biggera Waters centre on the Gold Coast

A National Police Clearance is required as part of the recruitment process.

You must be double Vaccinated as per site requirements.

**To excel in this role you will have the following skills**:

- A passion for customer service and social media
- A solid understanding of the mechanics of social media
- Excellent written and digital communication skills
- Strong judgement and decision making skills
- Attention to detail - strong knowledge of correct grammar and spelling
- Ability to work under pressure - you’ll need to handle multiple tasks in a calm, professional and timely manner
- Responsible and professional - as an SMD agent you will be speaking directly to senior employees, service providers, media and/or ministerial contacts

What is Social Media and Disruptions?

Social Media - We handle responses to customers that get in touch via Facebook and Twitter. Obviously, our comments are very public facing so we need to ensure a level of accuracy with both information and grammar while providing a positive, personalised experience to the customer. We are measured our average reply time.

As a team we have to ensure all replies are handled specific time frames for the month.

We also moderate our social media pages and contact senior business stakeholders about sensitive users or breaches of terms of use on the pages.

Disruptions - Disruptions is the busiest part of our job, some days are super chill and some days the network is red. We need to ensure that we are on our game posting timely, accurate and reliable information about disruptions and alternative transport options.

Network Updates - We send our every 15 minutes during the 6-9am and 3-6pm peak times. This provides a snapshot of major disruptions, upcoming events or track closures.

We’re looking for passionate people to join the Probe family.

Our promise to you.

There is no rule that says that work can’t be fun. We promise that every day will be different and that fun will be had. We promise you an opportunity to grab a job and stay for a career. We promise you rewards for a job well done and an inclusive culture. We’re committed to continuously improving and maintaining our diverse and inclusive workforce. We believe in having a PURPOSE. Investing in our PEOPLE, and being PASSIONATE about what we do