Customer Relationship Manager

6 months ago

Canberra, Australia VOCUS Full time

Do it. Own it. Love it.
- Awesome employee benefits and a dynamic team environment
- Hybrid Environment

Our business is crazy about customers. We use disruptive thinking every day to deliver incredible experiences to our customers and teams. 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.

This role enhances our relationships with Key Federal Government customers by working closely and interacting with our key customers teams, drive service improvement opportunities, liaise with our internal teams to provide support that goes above and beyond our customer’s expectations. The role holder is expected to be the 'voice of the customer' within Vocus and champion customer satisfaction.

Applicants
**must hold current Australian citizenship** status to meet governmental criteria for NV1 Baseline Clearance, which is essential for this role.

**Responsibilities**:

- Build highly effective working relationships and rapport with customers, going beyond their expectations, achieve results to ensure account retention.
- Identify trends and opportunities for continuous improvements for individual customers - with a focus on demonstrating value, conducting problem management and efficiency gains
- Educate our customers on operational contact points and processes within Vocus
- Be the point of escalation for major incidents maintaining regular customer communications and working closely with internal operational teams within the business to obtain post-incident reviews required by the customer.
- Identify new or potential sales opportunities and engaging with the account director where relevant.

**Skills**:

- At least 3-5 years in a similar role
- Experience working in the Telecommunications & Federal Government preferred
- Proven commitment to providing an exceptional customer experience for our customers.
- A high degree of organisational and presentation skills.

In return, Vocus offers a fast paced and enjoyable workplace committed to its people. We have many awesome employee benefits including hybrid working arrangements, generous discounts on power, gas, mobile and internet, exclusive access to discounts with over 400 retailers, anniversary leave, the option to purchase additional leave and paid superannuation contributions for parental leave - just to name a few.

**Who are we?**

We are Australia’s fourth-largest telco and a leading specialist fibre and network solutions provider, connecting Australia to the world. We bring together some great retail brands and build, own, and manage our own fibre networks. We are a challenger business made up of 1,400 diverse personalities who do things differently to make brilliant solutions simple.

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