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Customer Delivery Coordinator

2 weeks ago

Perth, Australia VOCUS Full time

We know how to celebrate our wins
- We are all about hybrid, flexible working
- We high five you on your work anniversary

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.

**What’s the opportunity?**

As the Customer Delivery Coordinator you will be responsible for ensuring the delivery of all Vocus Fibre & 3rd Party services & products to business customers within specified timeframes.

You’ll live and breathe our crazy about customers value by providing great customer service and communication and help continually improve our provisioning processes and systems.

The role reports to the Team Lead C&W Delivery, and is based in Perth, and you have the option to flexibly work from home 3 days a week.

**What you’ll be doing in the role**:

- Manage and coordinate all order deliveries to completion, making an effort to deliver within designated timeframes in accordance with departmental processes
- Actively managing delivery mailbox/s, ticket queues and inbound phone calls with a high degree of service, on a daily basis
- Proactively provide ongoing updates and communication to customers on the status of their delivery
- Actively identifying and removing roadblocks to deliver orders in a timely manner
- Proactively escalation to team leads for any customer, internal department or third-party challenges
- Capture all customer interactions, attempted interactions and delivery activities within the delivery toolset (Service Now) in a timely manner
- Act as a liaison between the customer, supplier and operational areas in Vocus for account coordination and service delivery.
- Identify and communicate operational/sales process issues affecting customer relationship to management.

**What you will need to be successful in a team like this**:

- You have the full rights to work in Australia. You're a Permanent Resident or an Australian Citizen.
- Previous NBN/Fibre ordering/delivery experience. (highly desirable)
- Knowledge of various Telco products set i.e. fibre/voice/Data Centres (desirable).
- Strong background in customer service with exemplary customer service skills.
- Good attention to detail with solid administration and data entry skills.
- Be a great communicator and work effectively in a team environment.
- Problem solving skills and the ability to resolve customer issues.

**The extra stuff we know you want to know**

We know how to celebrate our wins and we know learning from our mistakes makes us better. We are all about flexible working and, hand on heart, we practice work life balance. We high five you on your work anniversary and give you a day off. We know time off is important for balance, so we have an option to buy more leave. We embrace your unique style and let you be a master of your own style with no dress code. This is just the tip of the iceberg, so jump on our careers site to learn more.

**Did I hear you say, “Who is Vocus?”**

We are a challenger business in the Telco and Energy Industry. We listened to our customers and heard that they wanted more from a network, so that’s what we’ve given them.
- We built the network thanks to our own team of highly skilled fibre engineers.
- We own our network giving us easier, straightforward access.
- We manage our network here in Australia out of our Melbourne offices.

We now have more than 20,000 km of fibre optic cable laid and operational throughout Australia, 5000 on-net buildings connected to our network.

LI-Hybrid

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