Customer-Focused Tech Guide for Retail

Optus; Melbourne; On-site; AUD 52,000 - 64,000; Full time

Benefits offered by this job

Exclusive discounts

$80 monthly credit

25% off Optus products

Shopping discounts with partners

Connected Day update

Optus U micro-credentials

Diversity networks

Job summary

Optus in Springvale, Melbourne, is hiring Retail Service Consultants to join our customer-focused team in both part-time and full-time capacities.

You will help customers with product knowledge, provide friendly service, resolve inquiries, and contribute to a welcoming store environment where teamwork and a positive attitude are valued. You’ll explain technology simply, de-escalate difficult situations, and help build lasting relationships through personalised solutions.

Qualifications

• Customer service mindset
• Empathy and active listening
• Clear communication

Responsibilities

• Be the face of Optus, delivering standout customer experiences powered by optimism, curiosity and genuine care.
• Build strong product knowledge and become an expert across the full range of tech solutions, explaining everything in a friendly, simple and accessible way.
• Use your personality, listening skills and service centric approach to understand customer needs and deliver personalised solutions that make their day.
• Support customers through all enquiries, anything from general questions to complex issues, using empathy, clear communication and calm de‑escalation.
• Contribute to a welcoming, customer first environment by working closely with your team and helping create memorable moments for every visitor.
• Stay adaptable and proactive, stepping up in periods of high activity and jumping in where needed to keep the store running smoothly.

Job description

Optus is one of Australia’s leading telecommunications providers, connecting more than 11 million customers every day across mobile, broadband and digital experiences that help people feel more connected.

We’re searching for positive, customer focused Retail Service Consultants to join our Springvale team in a Part-Time and Full-Time capacity. If you love helping people, thrive in a supportive team environment, and bring energy to every conversation, we’d love to have you on board.

At Optus, you’ll feel connected to what truly matters. We collaborate with purpose, lift each other up, take accountability, act with integrity and celebrate as one team. Together, we learn, grow, tackle challenges and build genuine relationships, with our customers and with each other.

Your day to day:

Be the face of Optus, delivering standout customer experiences powered by optimism, curiosity and genuine care.

Build strong product knowledge and become an expert across the full range of tech solutions, explaining everything in a friendly, simple and accessible way.

Use your personality, listening skills and service centric approach to understand customer needs and deliver personalised solutions that make their day.

Support customers through all enquiries, anything from general questions to complex issues, using empathy, clear communication and calm de‑escalation.

Contribute to a welcoming, customer first environment by working closely with your team and helping create memorable moments for every visitor.

Stay adaptable and proactive, stepping up in periods of high activity and jumping in where needed to keep the store running smoothly.

It starts with you!

Service Superpower: You naturally focus on customer needs, offer genuine support, and let great service lead to phenomenal outcomes.

Tech Explorer: You enjoy helping customers understand technology, breaking it down simply and guiding them to the right solution.

Problem Solving Pro: You listen with empathy, act with genuine curiosity and integrity, and turn challenges into opportunities to help with calm, practical solutions.

Composure Under Pressure: You stay steady during tricky situations, easing tension with care and working toward the best result for the customer.

Team Spirit: You build strong connections with your teammates, support and educate one another, stay accountable and create a space where everyone succeeds together.

What’s in it for you?

Competitive remuneration and access to exclusive discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.

Embrace what matters most with a paid Connected Day each year to focus on culture, family, health, community, or whatever’s important to you.

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 people-led networks and diversity initiatives including Culture Connect, Elevate Women, Yarn First Nations, 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.

We support growing families, with inclusive paid parental leave (up to 14 weeks for primary caregiver).

We encourage you to apply, even if this is something new to you! None of us fits every requirement, and we all learn, grow and develop together. This could be the excellent next step in your retail or customer service journey.

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 ***************@optus.com.au or call 1800 309 ***.

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