We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Purpose:
To provide outstanding customer experiences to Vocus customers through ownership of tasks and fast resolution of enquiries.
A SNAPSHOT OF YOUR ROLE:
- Respond to incoming calls, live chats and emails according to KPIs
- Investigate and resolve customer enquiries and complaints
- Maintain contact with customers throughout enquiry lifecycle
- Build positive relationships with internal and external stakeholders
- Identify improvement opportunities and provide feedback
- Update and maintain customer records
- Support operational teams during call overflow
- Manage cancellation requests
- Understand customer needs through questioning and listening
- Handle credit claims, disputes, and SLA rebates
- Deliver exceptional customer experience
- Perform administrative and ad hoc duties
A BIT ABOUT YOU:
- Proactive and positive attitude
- Passion for customer service excellence
- Strong ownership and accountability
- Creative problem solver
- Excellent communication skills
- Resilient in changing environments
- Strong relationship-building skills
- Negotiation and conflict resolution skills
- Organised with strong analytical ability
- High attention to detail
EXPERIENCE:
- Telecommunications experience preferred
- Contact centre or customer service experience
- Billing or receivables experience
- Familiar & experience with Salesforce
Join the A-Team and experience the A-Life!