Otisline Response Representative

Otis Elevators; Sydney; On-site; AUD 45,000 - 55,000; Full time

Job summary

Otis Elevator Company Pty Ltd in Sydney is seeking an Otisline Contact Centre Representative for our Sydney office. You will handle inbound calls from clients and dispatch requests to service technicians, while performing admin tasks.

The role offers an evening shift, a 12-month fixed-term contract, and the chance to contribute to a global leader in elevators and escalators. You should be customer-focused, tech-savvy, and able to work well in a fast-paced team.

Qualifications

• Excellent customer service skills and good telephone manners.
• Experience in emergency response procedures will be an added advantage.
• Good knowledge of using technology, including mobile applications and computer-based reporting systems (Word, Excel, Email, Internet, database management).
• Self-motivated and able to operate with minimal supervision.
• Good attention to detail and results-driven.
• Ability to operate effectively in a high-paced call center environment.
• Have a flexible and friendly attitude with the ability to work well in a team environment.

Responsibilities

• Ensure the efficient receipt, handling and dispatching of customer calls and enquiries.
• Dispatch National Account Contract Callbacks within SLA’s/KPI’s.
• Escalate NAC Callbacks to Service Manager, Duty Manager or General Manager Service if unable to Dispatch Callback with response times (SLA’s/KPI’s).
• Monitor REM/CCC/R2C alarms and coordinate service calls to elevators registering fault conditions.
• Action Lone Worker Alarms – Follow Escalation Guide if unable to close alarm immediately.
• Enter and maintain all data received from service calls and service staff into SMS.
• Generate various reports for distribution to Branch Offices on both routine and request basis.
• Liaise with Service Managers to expedite service calls or when a customer is trapped in Otis equipment.
• Provide support to Otisline Shift Leader and Otisline Manager and assist with any other tasks as required.
• Process Credit Card Payments, using the IP Payments system.
• Responsible for complying with company Environmental Health and Safety policies and procedures including reporting any conditions which may impact on the environment or any employee.
• Maintain and work to the Quality System including procedures and manuals. Identify process improvement opportunities and help facilitate continuous improvement to satisfy the customers of your process

Skills

Customer service

Telephone manners

Emergency response

Tech literacy

Team player

Tools

SMS system

IP Payments

Job description

Date Posted: 2026-10-20

Country: Australia

Location: LOC7055: Otis Elevator Company Pty Ltd, L23, 363 George Street, Sydney NSW 2000, Australia

Come and join OTIS today and be part of the Forbes 2025 World's Best Employers!

At Otis, it’s our people that make us different. Join the Otis family, where collaboration, innovation, and empowerment help each individual and the company reach new heights.

Our impressive Otisline is a 24/7 response center that provides OTIS support across Australasia. We are looking for a Otisline Contact Centre Representative based in our Sydney office. This role reports to the OTISLINE Manager

About You

You will be responsible for taking inbound calls from our clients and effectively dispatching customer requests to our service technicians. Your role will also include various administration tasks.

• Monday to Friday (Evening shift)
• 12 months fixed term contract

Key responsibilities

• Ensure the efficient receipt, handling and dispatching of customer calls and enquiries.
• Dispatch National Account Contract Callbacks within SLA’s/KPI’s.
• Escalate NAC Callbacks to Service Manager, Duty Manager or General Manager Service if unable to Dispatch Callback with response times (SLA’s/KPI’s).
• Monitor REM/CCC/R2C alarms and coordinate service calls to elevators registering fault conditions.
• Action Lone Worker Alarms – Follow Escalation Guide if unable to close alarm immediately.
• Enter and maintain all data received from service calls and service staff into SMS.
• Generate various reports for distribution to Branch Offices on both routine and request basis.
• Liaise with Service Managers to expedite service calls or when a customer is trapped in Otis equipment.
• Provide support to Otisline Shift Leader and Otisline Manager and assist with any other tasks as required.
• Process Credit Card Payments, using the IP Payments system.
• Responsible for complying with company Environmental Health and Safety policies and procedures including reporting any conditions which may impact on the environment or any employee.
• Maintain and work to the Quality System including procedures and manuals. Identify process improvement opportunities and help facilitate continuous improvement to satisfy the customers of your process

What you will need to be successful

• Excellent customer service skills and good telephone manners.
• Experience in emergency response procedures will be an added advantage.
• Good knowledge of using technology, including mobile applications and computer-based reporting systems (Word, Excel, Email, Internet, database management).
• Self-motivated and able to operate with minimal supervision.
• Good attention to detail and results-driven.
• Ability to operate effectively in a high-paced call center environment.
• Have a flexible and friendly attitude with the ability to work well in a team environment.

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do. We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis.

Become a part of the Otis team and help us #Buildwhatsnext!

Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at *******@otis.com.

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