Service Centre Client Specialist

Job Description

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. Are you motivated to be one of the first hires in the establishment of a refreshed service centre in our Enterprise Business (EB) team? Do you enjoy providing outstanding customer service and proactive solutions to customers in a service centre environment? We are hiring multiple positions to establish this new team, and you will join as a cohort and together be provided with training to increase your technical knowledge to get you ready for the launch of the service centre. As the Service Centre Client Specialist, you will partner with a variety of enterprise customers to provide superior and tailored support. Your ability to explain complex technical issues in a simple way is important because you will be speaking with customers via phone and digital channels to resolve and action their requirements. Ready to reimagine your career at Optus? Fulfil customer requests and resolve customer concerns as part of a high performing customer focused team Work closely with Team Leaders/vendors/clients to implement suitable solutions to resolve systemic Incidents Take part in initial training for new Optus technologies and services and deliver training and documentation to the team Identify and report on reoccurring incidents and provide Root Cause Analysis (RCA)/remediation Expert in efficient ticket management and handling as well as maintaining call quality of the wider Service Centre You will be a curious learner and enjoy keeping up to date with training and learning about new technologies provided by Optus to our customers It starts with you! Previous work experience in a Help Desk / Service Desk environment is desirable Understanding of Zscaler, Cisco Meraki, MS Teams, Contact Centre systems, Cisco Switching and Routing is desirable Ability to solve problems efficiently whilst working in a busy and dynamic environment This centre operates 24x7, 365 days a year, with customer demand driving the rostering requirements. You will work on a rotating roster, provided at least four weeks in advance, with the opportunity to earn an additional salary for overnight and weekend shifts. Occasional overtime may also be available. The good stuff... Accessible employer with wheelchair access Lucrative base salary, shift loading, annual bonus Inclusive paid parental leave, up to 14 weeks for the primary care giver 25% monthly Optus service discount and $80 monthly bill rebate plus additional benefits to over 400 retailers Australia-wide including Iconic, Mimco, Estée Lauder & Nine West Own your own growth by accessing professional development, training and mentoring opportunities 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 Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, Doctor, and post office Two easy travel options to Sydney Campus: Optus bus from Sydney CBD (20min travel time) and Macquarie University Metro Station (every 6-8 minutes); morning and afternoon! At Optus, we have an ambitious goal to be Australia’s most loved everyday brand. Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn. At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email along with your preferred method of contact and we will be in touch. Learn more about our people From finding a job.To creating your career. We don’t sit back and let the future happen to us. At Optus, we know tomorrow is ours to create. Five core values guide us in making our future happen; to relentlessly improve every day, creating new and better customer experiences and a better tomorrow. Optus acknowledges the Traditional Custodians of the lands on which we live, work and serve. We celebrate the oldest living culture and its unbroken history of storytelling and communication. We pay respect to Elders - past, present and future. #J-18808-Ljbffr