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Job Reference:
bf933af4db98
Job Views:
7
Posted:
25.06.2025
Expiry Date:
09.08.2025
Job Description:
Job Description
Summary and purpose of the Job:
The team of Offboarding Advisors has a crucial role in the success of the overall business. They liaise with customers who want to cancel their services with Wavenet, whether due to upgrading, business closure, or migrating to another provider. The team ensures all requirements are met to proceed with cancellations and may also attempt to retain customers.
The responsibilities include but are not limited to:
* Managing cease requests from customers or internal departments.
* Calculating early termination fees and advising customers of contractual obligations.
* Liaising with third-party suppliers to agree on termination dates.
* Ensuring services are terminated on the agreed date.
* Advising the Billing Team to stop charges related to ceased services.
* Coordinating with third-party suppliers to stop billed services for revenue protection.
* Resolving ceasing queries via phone or email.
* Following up with third-party suppliers for updates.
* Working with internal teams to retain customers and prevent service cessation.
* Scanning and updating legacy documents to digital formats.
* Updating customer contract databases as needed.
Qualifications
The successful candidate will have:
* Customer service experience, preferably in a call centre environment.
* A customer-focused attitude and a 'can do' approach.
* Teamwork skills and the ability to work with diverse backgrounds.
* Experience in responding to customer emails with excellent written communication and attention to detail.
* Strong influencing and interpersonal skills.
* Proficiency in Microsoft Office applications.
* Ability to prioritize and handle multiple tasks efficiently.
* Capability to complete complex tasks quickly and react urgently when needed.
* Flexibility and commitment to business needs.
* Excellent organizational and time management skills.
* Eagerness to learn and develop, with willingness to go the extra mile.
* Reliability and approachability.
* Experience in telecommunications ISP/support is desirable.
Additional Information
At Wavenet, we offer an exceptional environment with benefits including generous annual leave, private medical coverage, discounted health plans, eye care schemes, and wellbeing programs supported by our dedicated team.
We promote a healthy work-life balance with a hybrid working model, starting with 25 days of leave increasing to 28, and a range of health and wellbeing benefits.
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