Social Media Care Expert

1 week ago

Melbourne, Victoria, Australia Optus Full time

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
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.
Excellent organizational skills and the ability to thrive in time-critical environments and meet deadlines.
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
For more information on Diversity, Inclusion & Belonging at Optus, please visit

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