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Customer Care Specialist

2 weeks ago

Melbourne, Australia Vocus Full time

Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?
We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us
The Opportunity
Join us as our new Customer Care Specialist on a 6 month fixed term contract, you will be joining a national Customer Care team that aims to provide outstanding customer experiences to our Enterprise and Government customers through ownership and accurate resolution of their enquiries via phone, electronic case and live chat.
The role reports to the Customer Care Team Lead within the Enterprise & Government Customer & Sales Support team and can be based in Melbourne.
Key to your success will be your ability to build relationships with various Vocus teams, adhere to processes with the big picture in mind, flex your problem-solving skills and be adaptable.
What you’ll be doing day-to-day
- Build highly effective working relationships and rapport with customers and wider Vocus teams, going above and beyond to assist in customer onboarding, ongoing support and retention
- Respond to incoming calls, chats and electronic cases from customers in accordance with defined KPI’s
- Investigate, coordinate, and resolve customer enquiries and complaints, including TIO, liaising with internal stakeholders where required
- Maintain regular contact with the customer throughout the lifecycle of their enquiry
- Create and uphold positive relationships with both internal and external customers
- Identify opportunities for improvement and feed back into the business, including management teams
- Update and maintain customer records using our CRM, Salesforce
- Provide support to operational teams by assisting with call overflow when required
- Customer and departmental reporting
- Ascertain customer needs through effective questioning and active listening skills
- Manage credit claims, disputes & SLA Rebates
- Provide an exceptional customer experience in every interaction
- Other administrative/ad hoc duties as required by management

What you’ll bring to this role
- Experience in the Telecommunications industry preferred
- Service superstar with a proactive, positive and ‘above and beyond’ attitude
- A true passion, drive, and energy for delivering customer service excellence both internally and externally
- A strong sense of ownership and accountability
- Ability to manage competing priorities and follow through on commitments
- Outside of the box thinker, get creative
- Brilliant communicator, both written and verbal
- Resilience and the ability to work with competing and changing priorities
- Capable of building strong and effective working relationships with key internal and external stakeholders across different cultures
- Solid negotiation and conflict management skills
- A high degree of organisational, analytical, and decision-making skills
- Excellent administrative skills with high attention to detail
- Australian citizenship and Police Checks cleared, or be willing to have clearance checks done

What We Offer
Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:

- Diverse and dynamic teams with a supportive and inclusive culture.
- Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
- Flexible hours and a hybrid working environment
- Generous discounts to over 400 retailers.
- Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. We also offer a fifth week of annual leave when you hit five years of service
- Study assistance programs to excel your personal growth, learning and development.
- Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

Working at Vocus is never just a job - it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.
We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.
With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.
About Us
As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high