Sbs On Demand Customer Service Rep

We also acknowledge the unique contribution that Aboriginal and Torres Strait Islander peoples make to our society and our workplace through their enduring and continued connection to land, sea, sky and community.

**About Us**

SBS is one of the world's most unique and innovative media organisations, producing trusted, meaningful and engaging content that exists for all Australians to inspire, support and celebrate the diversity of our multicultural society.

Our purpose, for the last 40 years, has reflected and explored the evolving diversity of Australia, investing in initiatives to deepen its connections with communities, sharing their stories and giving a voice to those often unheard, with the aim of increasing understanding and respect of the differences that make up Australia.

SBS is a truly distinctive network, showcasing multicultural, multilingual and First Nations stories otherwise untold in the Australian media.

**The Department**

Working at SBS’s headquarters in Artarmon, Sydney, you will be a member of an agile, dedicated team responsible for receiving and handling audience enquiries, ensuring SBS On Demand delivers outstanding service to our customers

Reporting to the Customer Service lead, this role is on the frontline of SBS On Demand customer communication using the audience service tool to ensure our customers receive high quality service and understand how to use and enjoy SBS On Demand. You will role model customer-focused behaviours and mindsets and be hungry to know how customers are using SBS On Demand.

**The Role**

Reporting into the Customer Service Lead within our SBS On Demand team this role will see you:

- Respond to tickets submitted by customers via the audience service tool, ranging from managing technical enquiries, answering content and programming questions, problem solving and general SBS On Demand Customer Service support.
- Test and verify issues reported by customers and escalate as required.
- Assist in preparing shared responses to common customer queries and proactively distribute these to customers via the audience service tool.
- Work as part of the customer service team to meet SLA and KPIs
- Proactively monitor customer communications in order assist in maintaining an iterative and agile Help Centre
- Ongoing weeknight and weekend availability.

The role offers a wonderful opportunity for a front row experience inside the world of media, working for Australia’s most distinctive and unique broadcaster.

**About you**

We are seeking an articulate communicator who is confident engaging with a wide variety of people, while always being courteous and calm in a range of situations. Exposure to, and awareness of digital products and services is highly regarded, as is a good knowledge and understanding of SBS programs and the SBS On Demand service.
- Ability to work autonomously and independently whilst always providing the highest level of support to our audiences
- Confident and articulate communicator with a strong desire to go above and beyond for our audiences
- An active interest in Australian streaming environments and an interest in TV and film will be highly regarded
- Availability to work shifts across the week incl. weekends.

Feel like you meet most, but perhaps not all, the criteria listed? Then send through your details; whilst we have specific requirements in mind, we can look at how we may be able to bridge any gaps.

**Some of the reasons to consider working with us**
- The people We truly celebrate and welcome difference at SBS and encourage everyone to bring their whole self to work, you’ll be part of one of the most inclusive companies in Australia
- The culture and the engagement of our workforce SBS is ranked in the top 25% of all media companies for employee engagement
- We’re agile and innovative in the way we work, as well as being a trusted and established brand. At SBS we have been broadcasting for over 40 years and our future is packed with many more exciting developments
- We also love to promote from within We have allocated training funds to do just that and help bridge the gaps when moving from role to role.

For other opportunities within our organisation please visit our careers website SBS Careers - Working at SBS

**Reasonable adjustments**

Job Description