Social Media Care Expert

9 hours ago

Melbourne, Australia Optus Full time

**Social Media Care Expert**:
**Date**:17 Jan 2025

**Location**: Melbourne, Australia

**Company**:Singtel Group

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.

**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.
- 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

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