Customer Support Specialist

3 weeks ago

Hobart, Australia TPG Telecom Full time

**Work options**: Hybrid
- Join a powerhouse of brands that connect customers, businesses and communities.
- Bring your boldness and stand out in an organisation that supports you to shine.
- Feel proud to do work that really matters and genuinely impacts communities.

Bring your ‘you’ to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. **We’re better and bolder together.**

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

**Your opportunity**:
As our valued Customer Support Specialist, you will play a vital role in delivering first class customer support and service. You’ll draw on your ability to build rapport with customers to respond to calls and enquiries specific to their needs.

**You'll make impact by**:

- Provide support to customers through the following Servicing Journeys (Onboarding, Provisioning, Level 1 Fault Trouble Shooting, In-life care)
- Answer incoming calls and customer queries in a timely and efficient manner and take ownership to resolve concerns and enquiries and achieve first contact resolution where possible
- Triage or escalate to the right internal party, through a warm transfer where possible, when first contact resolution is not possible eg Technical Support Level 2
- Process orders and transactions in an efficient and timely manner while providing a leading customer experience
- Work cooperatively with Billing, Sales, Finance and Operations on billing queries, and/or credit and collections or commercial disputes ensuring customer is regularly kept up to date with relevant information

**What you’ll bring**:

- Strong customer service focus with effective resolution of customer calls and requests within agreed SLAs
- Act proactively or in response to customer escalations and work collaboratively with internal teams as required to achieve resolution
- Ability to deal with high pressure situations and changeable environments
- Flexible, resilient and tenacious with a propensity to persevere
- Ability to build relationships with customers and peers alike

**Ideally, you will also have**:

- Preparation and proofing of knowledge base documentation and customer updates
- Advanced listening and interpersonal skills
- Ability to prioritise workload

**What's in it for you?**
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ - Access to a free mobile plan
- ‘Stay Connected NBN’ - Access to a free NBN 100 plan
- ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts
- We’re a 2024 Circle Back Initiative Employer - we commit to responding to every applicant._
- TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo._
- Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes._

LI-Hybrid #LI-HS1

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