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
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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
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Experience in customer service environments
Demonstrated experience in high-volume, high-visibility customer service settings.View
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Outstanding communication skills
Proven written and verbal communication skills with online writing samples.View
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Strong time-management abilities
Experience balancing multiple customer inquiries and projects effectively.View
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