Customer Care Specialist

Join an ambitious Telco at an exciting phase of growth
- We pride ourselves on have a great company culture
- Do it. Own it. Love it.

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 a Customer Care Specialist, you'll provide outstanding customer experiences to our Enterprise and Wholesale customers through ownership and fast resolution of their enquiries.

**What you'll be doing in the role**:

- 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
- Provide support to operational teams by assisting with call overflow when required
- Manage cancellation requests
- 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/adhoc duties as required by management

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

- You have the full rights to work in Australia. You're an Australian Citizen or a Permanent Resident
- 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
- Outside of the box thinker, get creative
- Brilliant communicator, both written and verbal
- Resilience and the ability to work with competing and changing priorities
- Outstanding at building strong and effective working relationships, with the ability to instill confidence and reassurance
- Solid negotiation and conflict management skills
- Good organisational, analytical and decision making skills
- Excellent administrative skills with high attention to detail

**Desirable Skills & Attributes**:

- Previous role within a telecommunications organisation
- Prior experience within a busy contact centre / customer service team or within a billing / receivables team
- Previous experience working with Enterprise or Wholesale Customers highly advantageous
- Ability to maintain effectiveness during period of change in work responsibilities or environment
- Demonstrates proactive team work and collaboration with others
- An ability to always maintain a positive outlook and working attitude
- Confidentiality, tact and discretion when dealing with people
- Be crazy about your customers

So if you're someone who thinks outside the square, loves a challenge and thrives on success then please don't hesitate to apply

**Who are Vocus?**

Vocus Group is Australia's and New Zealand's fastest growing telecommunications provider. We've grown through a combination of organic and strategic acquisitions since March 2008. Our Energy business is a fast growing division of Vocus with huge potential, so it's an exciting time to join.

Our success and growth is attributed to our people, as part of the Vocus team you'll work with clever people who share common goals, trust each other and collaborate to deliver, people that are crazy about our customers and an environment where disruptive thinking is encouraged every day

LI-VOC