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!
About the Role
As a Customer Care Specialist, you will provide first‐line customer support for non‐technical account enquiries. Reporting to the Customer and Partner Support Manager, the role works closely with account owners, billing, sales support, operations and assurance teams to resolve or triage customer enquiries.
Support queues operate between 8am and 7pm (AEST), requiring participation in a shift roster to ensure adequate coverage. The role follows Vocus's hybrid working model (two days per week in the office). This is a desk‐based role with no expected travel to customer sites. Occasional travel for internal events may be required.
What you'll be doing
* Respond to non‐technical inbound customer enquiries and support requests, working with Customer Success, Assurance, Billing and Delivery teams to resolve issues in line with service level agreements.
* Champion a customer‐centric approach in every interaction, ensuring customers feel heard, informed and supported.
* Support customers with service cancellations, support management, billing and credit requests, and manual product activities as required.
* Accurately document all support activities and resolutions in the ticketing system to support consistency and faster issue resolution.
* Manage customer disputes and complaints in accordance with established processes to ensure timely resolution and cross‐business visibility.
* Distribute customer education materials, including newsletters, case studies and how‐to guides, to improve product adoption and reduce repeat enquiries.
* Capture customer feedback and monitor trends or recurring issues to inform service improvements and product innovation.
* Work with Customer Success leadership and cross‐functional teams, including Marketing, Product and Delivery, to ensure customers receive coordinated and effective support.
What you'll bring
* Customer communication and empathy – Proficient
* Incident triage and resolution – Proficient
* Risk (churn) identification and mitigation – Working
* Software and data analysis tools – Working
* Collaboration with L2/L3 support teams – Proficient
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 on power, gas, mobile and internet; plus, discounts to over 400 retailers.
* Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
* 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.
Equal Opportunity & Accessibility
We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.
If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.
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