Iinet Customer Service Advisor

2 months ago

Perth, Australia TPG Telecom Full time

Role Purpose & Environment

As a Social Media Service Advisor, you will act as the voice of our brand across TPG Telecom’s social media channels.

You will be responsible for driving brand advocacy through every interaction with customers and prospects. Every post, tweet, or comment will be different, and you’ll have the communication skills to handle all sorts of enquiries.

You’ll work with our broader Brand & Social Media Team who publish content across our social media channels to ensure you are equipped with the information they need to support customers who interact with our posts.

**Responsibilities**:
We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG Telecom. Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.
- Adhere to TPG Telecom’s policies and procedures as introduced and varied from time to time
- Be able to provide customer support for a variety of issues and general enquiries across our social media channels
- Detect and raise possible brand and reputational risks.
- Communicate in a unified and relatable brand tone across all interactions, posting in a range of social channels, including - Facebook, Twitter and Instagram
- Think outside the box and provide customers with a tailored solution
- Escalate trending complaints and assist with identifying solutions to issues.
- Adhere to verification processes to support prompt resolution of complaint and complex customer communications
- We are all responsible for taking reasonable care of our own safety and wellbeing at work, and to avoid adversely affecting the safety and wellbeing of another person at work.
- Always be on the lookout to improve the way we work, and speak up with suggestions for a better way, with the aim of exceeding our customers’ expectations.
- Plan your work and be ready to take advantage of the opportunities and risks that come with our ever-changing industry.
- Protect the brand, reputation and profitability of TPG Telecom by maintaining the confidentiality, integrity and availability of its information assets and information systems.
- Be familiar with policies and procedures, as well as completing any associated training, as communicated or made available on the intranet and our learning systems.

Knowledge & Experience
- Excellent written and verbal communication skills
- A positive role model and enjoy working as part of a team
- Have an interest in the world of social media and an understanding of the different social channels
- Confidently multitask on a computer
- A focus on customer service

How we work

Everyone has a role in bringing the Spirit of TPG Telecom to life, but it starts with you. We’ve brought together powerful brands to create one united force. The latest technology and brave thinking let us connect our people and communities. You play a role in that. A big one. We invite you to bring your boldness and stand out. This place is a safe space for your true self to shine. You’re empowered. Opportunities are plenty for those ready to accept the challenge.

IND2

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