AddressAt Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians.
We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.
The role of the Service Management Officer (SMO) is to be responsible for providing enhanced and dedicated customer service and support to customers led within the Customer Delivery portfolio.
As an SMO you will have a sound understanding of the roles and responsibilities of all internal workgroups that contribute to customer satisfaction in order to effectively and efficiently resolve customer incidents, problems or queries. This role also requires a pro-active approach to customer management to ensure identification of issues and provision of solutions prior to customer enquiries.
The day to day
- Manage low level incidents and service requests.
- Facilitate moves, additions, and changes within the Optus Business data, mobile, voice product suites and active directory product as required by the client.
- Management and consistency to product and service-related Service Level Agreements.
- Service Request fulfilment management managing the queue for service request tickets, prioritising work order.
- Liaise with third parties to coordinate timely provision of service.
- Compliance to processes, data quality, asset management and tracking.
- Ensuring that Knowledge articles contain up to date information/instruction for Service Requests.
- Ensure incident resolution through customer and/or third party liaison.
- Reporting on metrics on a monthly, weekly and daily basis.
Why you are our next Service Management Officer
- Proven ability to be able to fulfil customer needs and deliver real business value to corporate customers.
- Current Baseline (or above) Federal Government clearance.
- Previous working in an ICT outsourcing environment with a Federal Government client.
- Service Management tool experience.
- Microsoft Excel & Word skills.
What’s in it for you?
- Competitive salary and performance incentives
- Discounts to Optus products and services, and to over 400 retailers Australia-wide
- Training, mentoring and development opportunities (ask us about OptusU!)
- Up to five days of Volunteer Leave per year
- A “connected” day for you to use to connect to something you are passionate about
- Hybrid ways of working
- Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!
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 ***************@optus.com.au along with your preferred method of contact and we will be in touch.
For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.
