Digital Support Specialist

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

POSITION DESCRIPTION

Digital Support Specialist

Vocus Enterprise and Government National Sales Support

Site: Technoplaza 2, Eastwood (Hybrid set up after 3 months – subject to performance review)

Reporting to: Direct Manager/Supervisor

Acquire Intelligence exists to help businesses unlock smarter ways of working. We believe that

by combining the best of people, process, and automation, companies can grow faster and

operate with greater confidence. Our purpose is to remove complexity, improve performance,

and drive intelligent transformation for organizations around the world.

As an Acquire Intelligence employee, your role is vital in achieving and exceeding individual and

team targets that support company objectives, while building and maintaining customer

relationships. You're also responsible for complying with and enforcing procedures aligned with

our information security policies.

As a values-led organization, we expect all our team members to exemplify our four values of

Curious and Clever, Entrepreneurial Energy, Fast with Intent and Laugh and Learn.

A SNAPSHOT OF YOUR ROLE

As our new Digital Support Specialist, you will be joining a new team that aims to provide

outstanding customer experiences to our SMB customers through ownership and accurate

resolution of their enquiries via phone, electronic case and live chat.

Key to your success will be your ability to build relationships with various Vocus teams,

adhere to processes with a big picture in mind, flex your problem-solving skills and be

adaptable.

Your day could see you:

Main Task:

• Respond to incoming calls, chats and electronic cases from customers in

accordance with defined KPI's

• Raise Opportunities and Quote on Salesforce
• Manage change requests utilising our third-party platform
• Investigate, coordinate, and resolve customer enquiries and complaints liaising

with internal stakeholders where required

• Maintain regular contact with the customer throughout the life cycle of their enquiry
• Create and uphold positive relationships with both internal and external customers
• Identify opportunities for improvement and feed back into the business
• Update and maintain customer records using our CRM, Salesforce
• Customer and departmental reporting including invoices copies / queries
• Ascertain customer needs through effective questioning and active listening skills
• Provide an exceptional customer experience in every interaction
• Other administrative/adhoc duties as required by management

Key Responsibilities:

• Ensure high level of efficiency and accuracy
• Ensure all customers both internal and external have a positive experience
• Provide clear and accurate information to all parties whilst maintaining the highest

standard of customer service

• Meet all required KPI's
• Identify customer needs to deliver quality solutions
• Manage both an individual workload and tasks allocated to the team
• Write and respond to cases in an appropriate and professional manner
• Meet Ad Hoc tasks in the required timeframe
• Consistent follow-up with the Account Managers for all pending cases to achieve

the best outcome for both the business and customer

A BIT ABOUT YOU

• At least 1-year solid Telco background and/or B2B Customer Service experience
• Service superstar with a proactive, positive and 'above and beyond' attitude
• A true passion, drive, and energy for delivering customer service excellence both

internally and externally

• A strong sense of ownership and accountability
• Excellent communication, interpersonal and negotiating skills
• Ability to manage competing priorities and follow through on commitments
• Ability to work both autonomously and within the group and Onshore team
• Outside of the box thinker, get creative
• Solid negotiation and conflict management skills
• A high degree of organisational, analytical, and decision-making skills
• Excellent administrative skills with high attention to detail
• Team and customer focused
• Intermediate computer skills
• Proficient in MSO and/or Google Suite applications

WHAT SUCCESS LOOKS LIKE

• Uninterrupted business operations.
• Highly satisfied customers.
• Achievement of KPIs.
• Highly motivated and high-performing workforce.

WHAT WE VALUE

We're proud of our diverse global team, all working in a collaborative environment and happy to share

these common values:

• Curious and Clever: Smart questions spark smart solutions.
• Entrepreneurial Energy: Think like an owner. Solve like a founder.
• Fast with Intent: We move fast and deliver real results.
• Laugh and Learn: We don't take ourselves too seriously, just our results.

We help companies grow faster and operate smarter by delivering intelligent outsourcing and

automation solutions.

Our mission is to eliminate inefficiencies, automate with intent, and reallocate work to where it

performs best, always guided by safety, flexibility, and innovation.

Join the A-Team and experience the A-Life