Vocus

About Vocus

Join Australia's Challenger Telco in an exciting growth phase. Understand and analyze the customer experience. Do it. Own it. Love it. Vocus is crazy about customers. We’re also crazy about our people. We empower them 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 the impact we have, and that’s what connects us. Whoever you are, you'll fit right into our team of 1400 personalities. And as you help us disrupt our industry, we’ll support you to be ‘the best you’, at Vocus and at home. Reporting to the Commander Customer Service - Operations Manager, you will be responsible for supporting the delivery of awesome experiences for our customers when they have tech issues, billing, cancellation, or general enquiries. The day to day Analyse and understand the experience for customer’s when they have enquiries or issues Responsible for the management of complaints in accordance with Company polices and regulatory requirements/procedures Responsible for communicating, reporting and engagement on complaint investigations, handling and resolution to: the customer; internal and external stakeholders for each complaint; and internal management, including to sales and risk and compliance on complaint trends or risk issues Experience interviewing consumers or external stakeholders and taking detailed statements/notes. Experience assessing complex evidence or undertaking meticulous searches for information across multiple systems/information sources Demonstrated strong understanding of procedural fairness, investigative processes and procedures, record keeping and the ability to quickly familiarise yourself with the relevant legislation, industry code, policies and procedures Understand complainant drivers/interest upfront so that subsequent complaints management is targeted to complainants’ needs Identify opportunities to improve the experience for the customer, and / or to enhance the effectiveness and efficiency of delivery of the experience to the customer in our Australian and Manila operations Review, process, and analyse credits (determining root cause, training gaps, system & billing issues) to determine ways of reducing customer credits by delivering better experiences to customers Document processes & procedures related to systems & products working with Knowledge Specialist Identify opportunities for feedback and improvement across the Commander division Provide direct support to the onshore support team and leadership team offshore Identify Churn Risks and share information with the Commander Retention Specialist Review business reports to identify areas of improvement and collaborate with Management to find suitable solutions Listen to team members’ feedback and resolve any issues or conflicts Maintain and assist in the updating of Training material and Customer resource materials. Monitor team performance and report on metrics How you work You’re crazy about customers and letting customers know through great service, products and experiences You are proactive and curious, interested in learning about new things and meeting people from across our business You’re self-motivated to deliver your best work in a timely and effective way with minimal supervision You like the idea of working in a dynamic yet supportive environment where people are encouraged to bring their whole selves to work and reach their full potential What you will bring to the table Resolve complex complaints through well-developed customer service skills and technical knowledge Exceptional complaint handling and negotiation skills, with the ability to effectively resolve complex and high-level issues. Excellent call handling skills, empathetic when required, but has the ability to take control when speaking with difficult customers. Strong communication skills, with the ability to adapt communication styles based on the audience. A pragmatic approach to problem-solving and excellent analytical skills. Extensive planning capability Strong organizational skills, including the ability to effectively prioritize and manage multiple tasks and deadlines whilst ensuring attention to detail Demonstrating initiative Contribute to a high functioning team Demonstrated ability to exercise judgment and resolve issues independently 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 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! So if you're someone who thinks outside the square, loves a challenge and thrives on success then please don't hesitate to apply!

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Company Info

Legal Form: Limited

Company Type: Private

Company Size: 1001 - 5000

Revenue: 2 - 5 billion (USD)

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Job Ads found: 725

Job Ads per Month: 15.8

Hiring Locations: 14

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