Service Centre Client Specialist

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions.  

As a Service Centre Client Specialist, you’ll be the first point of contact for Optus Enterprise customers, providing round-the-clock support via phone and digital channels. You’ll manage incidents and service requests across technologies such as Mobile, Contact Centre, Security, and Network products. This role demands autonomy, quick thinking, and strong technical aptitude to ensure brilliant customer experiences.

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. You will be required to work 5 days a week on-site at our Optus Campus - Macquarie Park.

What You’ll Do | Your day to day will consist of

• Own and resolve customer incidents and service requests, escalating where necessary.
• Monitor and manage ServiceNow ticket queues, ensuring SLA compliance.
• Communicate clearly and consistently with customers and internal teams.
• Collaborate with Technical Assurance Centre and Client Delivery teams.
• Maintain accurate documentation and contribute to service improvements.

 What You Bring | What makes you perfect for the role?

• Proven experience in delivering exceptional customer service
• Excellent listening skills and empathy.

• Excellent communication and interpersonal skills gained in a customer service environment.
• Sound technical, analytical, investigative and problem-solving skills
• The ability to troubleshoot enquiries for customers and direct to the appropriate area if the issue does not fall within the scope of this position

 The good stuff…. | What’s in it for you?

• Competitive compensation and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym, and on-site childcare centre.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network, and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.

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. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact, and we will be in touch within 48 hours.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity