Partner Relations Delivery Specialist

2 months ago

Melbourne, Australia VOCUS Full time

A customer centric role
- Manage relationships internally and externally
- Customer focused opportunity

We are a business who is crazy about customers. We use disruptive thinking every day to ensure that we are capturing every opportunity to deliver the ultimate experience to our customers and people.

We empower our people to
**Do it. Own it. Love it** and that’s why they choose to work for us.

Here, it’s never just a job - We care about what we do and the impact we have, and that’s what connects us.

Whoever you are, you'll fit right into our team of 1,400 different personalities. We’ll support you to be the best you can be here at Vocus and at home.

**What’s the opportunity?**

The Partner Relations Delivery Specialist will be responsible for acting as a point of contact and triage point, responsible for managing Vocus’ Products and Solutions, supporting with complex delivery matters, managing escalations, managing partnerships between BPO, Carrier and Customer, along with other internal and external stakeholders.

**What are the responsibilities?**
- Point of contact in Level 2 enquiries for voice and data products acting as a triage point between internal and external stakeholders
- Direct contact with internal and external stakeholders, monitoring performance against key metrics
- Act as an escalation point attending to customer requests via our Escalation or Fast Track process in compliance with Service Levels
- Ensure a high level of customer service is provided to all Vocus customers through the End-to-End Delivery process
- Creating collateral for customer onboarding and training
- Communicate planned and short-term changes with customers
- Create and maintain professional relationships with customers
- Manage projects communicating key milestones with key stakeholders. Where required, provide support and feedback to Key Stakeholders across the business for projects, migrations, and business improvements
- Develop and represent Vocus in Carrier and Customer governance meetings
- Create and manage reports to improve quality of service and decisions
- Support our BPO operation by acting as a Point of Contact
- Present continual improvement opportunities

**What you will bring to the role**:

- You have the full rights to work in Australia, you're an Australian Citizen or a Permanent Resident.
- Minimum of 5 years of experience in Telecommunications industry
- Experience in a service delivery environment
- Experience in BPO and Carrier Relations
- Strong data and analytical skills
- A track record in continual improvement based on business priorities
- Excellent communication, interpersonal and documentation skills
- Excellent time management and prioritization of workload
- Outstanding commitment to customer service and internal and external customer experience
- Capability to build strong and effective working relationships with key internal and external stakeholders across different cultures
- Well-developed stakeholder management skills coupled with the ability to communicate and articulate information in an effective manner
- Ability to work both autonomously and within a group
- High attention to detail, with motivation and focus
- Strong resilience in dealing with competing needs and deadlines
- Strong understanding of Voice & Data Communication networks
- A proactive, flexible, positive attitude

In return Vocus commit to a fast paced and fun workplace that is committed to career development opportunities within the company nationally and across different areas.

We have the best employee benefits such as Internet discounts, the ability to purchase leave, anniversary leave, awesome parental leave benefits. We work in a hybrid environment of 2 days in our Vocus offices and work from home 3 days each week.

Best of all we believe in flexibility and fitting your job into your life - Vocus is quite simply just a great place to work

LI-VOC

LI- Hybrid

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