Otisline Response Representative

Otis SE; Sydney; On-site; AUD 60,000 - 76,000; Full time

Job summary

Otis Elevator Company Pty Ltd in Sydney is seeking an Otisline Contact Centre Representative to handle inbound calls and dispatch customer requests to service technicians. The role includes various administrative tasks and reports to the Otisline Manager.

Working Monday to Friday during the evening shift on a 12-month fixed-term contract, you will ensure efficient call handling, data entry, and support to the Otisline Shift Leader and Manager while upholding safety, quality, and environmental

Qualifications

• Excellent customer service and telephone manners.
• Experience in emergency response procedures.
• Proficient with mobile apps and computer-based reporting (Word, Excel, Email, Internet, database management).
• Self-motivated and able to operate with minimal supervision.
• Good attention to detail and results-driven.
• Able to perform in a high-paced call center environment.
• Flexible and friendly team player attitude.

Responsibilities

• Receive, handle and dispatch customer calls and enquiries.
• Dispatch National Account Callbacks within SLA's/KPI's.
• Escalate NAC Callbacks to Service Manager or Duty Manager as needed.
• Dispatch Callback with response times (SLA's/KPI's).
• Monitor REM/CCC/R2C alarms and coordinate service calls to elevators with faults.
• Enter and maintain data into SMS from service calls and staff.
• Generate reports for distribution to Branch Offices.
• Process Credit Card Payments using IP Payments system.
• Comply with EH&S policies and procedures; report environmental or employee concerns.
• Identify process improvements and support continuous improvement initiatives.

Skills

Customer service

Telephone manners

Emergency response

MS Office

Tools

SMS dispatch system

IP Payments system

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.

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.

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 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, we focus more than ever is on people.

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 click here.

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 [e-mail].

We go to great lengths to hire and develop the best people, and offer a supportive environment where employees are motivated and empowered to perform at their full potential.

Today, we continue pushing the boundaries of what's possible to thrive in a taller, faster, smarter world.