Customer Care Specialist

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 Perth.

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

What We Offer

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

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-cap