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Customer Advocacy Specialist

2 months ago

Australia Vocus Communications Full time

About the Role

We are seeking a highly skilled and compassionate Customer Advocacy Specialist to join our team at Vocus Communications. As a key member of our customer support team, you will be responsible for providing exceptional support to customers who are facing financial hardship.

Key Responsibilities

  • Manage a portfolio of customers who are experiencing financial difficulties, including those impacted by family violence, life support, and other challenging circumstances.
  • Communicate with customers on a regular basis to understand their needs and provide tailored support.
  • Onboard and manage new referrals from contact centre teams, ensuring seamless transitions and effective support.
  • Process life support forms and respond to internal and external requests in a timely and efficient manner.
  • Collaborate with internal stakeholders to develop and implement strategies to support customers in financial hardship.
  • Work closely with customers to identify and implement payment options and assistance to help reduce debt.

Requirements

  • Year 12 or equivalent industry experience.
  • Expertise in ESC and AER processes and policies, including a strong understanding of the Victorian Payment Difficulty Framework (PDF).
  • Knowledge of life support processes and regulatory requirements.
  • Contact centre experience, including handling inbound and outbound calls and administrative tasks.
  • Strong ability to empathize with and support vulnerable customers.
  • Excellent time management skills and case management experience.
  • Passion for delivering exceptional customer support.

What We Offer

  • A dynamic and supportive work environment.
  • Ongoing training and development opportunities to enhance your skills and knowledge.
  • A competitive salary and benefits package.
  • The opportunity to make a meaningful difference in the lives of our customers.