Optus drives the future forward by embracing innovation and continuous improvement.
We value a diverse, inclusive workforce where unique perspectives foster creativity and strengthen customer connections.
Job Description:
This role supports the delivery of the Federal Government's largest Contact Centre.
Daily responsibilities include:
* Supporting customer issues and updating incident managers and customers accordingly.
* Providing exceptional customer experiences through positive engagement, effective communication, and timely responses.
* Ensuring interactions and incidents are documented in ServiceNow.
* Collaborating with the transition team to verify the reliability of new solutions and ensure relevant documentation is available for ongoing support.
To succeed in this role, you should have:
* Experience in IT and/or contact centre environments.
* A degree or equivalent experience in an IT/Engineering field.
* Exposure to Call Recording Solutions.
* Familiarity with ITIL processes, particularly Change Management, Incident Management, and Problem Management, as well as hands-on experience in ITIL environments.
You must be an Australian citizen and eligible for Federal Government security clearance.
What We Offer:
* A flexible work arrangement with 3 days in the office and 2 days remote, with adaptable hours.
* Inclusive paid parental leave up to 14 weeks for the primary caregiver.
* Access to resources, webinars, and support via the 'Parents at Work portal'.
* The opportunity to own your growth through extensive online and facilitator-led learning catalogues, including the option to earn an MBA micro-credential via OptusU (University).
* Participation in employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, and Yarn Network.
* Vibrant campus life with various facilities, including restaurants, cafes, gymnasium, GP, and post office.
* A free Optus bus service from Macquarie University Metro Station every 6-8 minutes during morning and afternoon peak hours.
EQUAL EMPLOYMENT OPPORTUNITY:
At Optus, we welcome and value diversity, and our application process provides equal employment opportunities to all job seekers. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please contact us at 1800 309 170.