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!