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Social Media Care Expert

JuniorMid levelFull-timeHybridMelbourne VIC, AustraliaPosted 5 months agoVerified 2 weeks ago
Pending fitX of Y criteria met

About the job

The job as an Expert in the Social Media Care Team at Optus is all about delivering outstanding customer service in a vibrant digital community. This position plays a crucial role in managing first contacts and addressing complex cases, ensuring that every interaction reflects the brand's values. The team thrives on collaboration, skill-sharing, and innovative solutions, making it a fantastic opportunity for those passionate about customer engagement.

You'll be responsible for

👥

Monitoring and engaging

Monitoring, moderating, and engaging with customers across various digital platforms, including social media, review sites, forums, and customer cases.
⚖️

Handling complaints

Handling complaints and providing timely solutions while upholding brand values to prevent blocking issues.
🔍

Identifying trends

Applying expertise to proactively identify trends and provide insights, ensuring a personalised customer experience.

Key criteria

📱

Experience in customer service environments

Demonstrated experience in high-volume, high-visibility customer service settings.

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✍️

Outstanding communication skills

Proven written and verbal communication skills with online writing samples.

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⏳

Strong time-management abilities

Experience balancing multiple customer inquiries and projects effectively.

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View more

Meet the team

About the company

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5 criteria for this job
Experience in customer service environments
Demonstrated experience in high-volume, high-visibility customer service settings.

View

Outstanding communication skills
Proven written and verbal communication skills with online writing samples.

View

Strong time-management abilities
Experience balancing multiple customer inquiries and projects effectively.

View

Collaborative team player
Proven ability to work in a team-oriented environment, sharing insights.

View

Flexibility for 24x7 shifts
Willingness to work varied shifts based on customer demand.

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