Customer Care Specialist

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 in...