Customer Resolution Specialist

5 days ago

Hobart, Tasmania, Australia Tpg Telecom Full time
Job Title: Customer Resolution AdvisorHybrid

We are seeking a highly skilled Customer Resolution Advisor to join our team at Tpg Telecom. As a key member of our customer service team, you will be responsible for resolving complex customer issues in a timely and professional manner.

Key Responsibilities:
  • Exercise independent judgment and provide effective communication to resolve escalated customer queries
  • Provide quality and accurate information to customers, including concise notes of customer contact
  • Take ownership of customer issues and keep them informed of progress, ensuring follow-up if necessary
  • Utilize appropriate systems and tools to provide consistent customer solutions and experiences
  • Identify customer needs and promote relevant products and services
  • Liaise with other areas of the business and key stakeholders to resolve customer issues
  • Escalate trending complaints and achieve individual targets in line with KPI requirements
  • Display a commitment to self-improvement and continual learning
  • Work in a high-volume, fast-paced environment with a positive attitude towards change
Requirements:
  • Contact centre experience and/or telecommunications experience is preferred
  • Proven attention to detail, excellent communication skills, and a strong customer resolution focus
  • Ability to think creatively and provide solutions that adhere to company policy and procedures
  • Excellent relationship management skills and ability to build rapport quickly
  • Self-starter with the ability to manage and prioritize workload in a timely manner
  • Ability to engage multiple stakeholders to source resolutions for customers
  • Strong Microsoft Office skills and excellent verbal and written communication skills
  • Able to relate effectively with others and identify customer needs
What We Offer:
  • Flexible hybrid working arrangement (from home and office)
  • 'Stay Connected Mobile' - access to a free mobile plan
  • 'Stay Connected NBN' - access to a free NBN 100 plan
  • Access to LinkedIn Learning and Vodafone Learning platforms

We are committed to creating a diverse and inclusive workplace where hard work is truly rewarded. You will have access to fantastic benefits, including generous leave policies, leadership development programs, and opportunities to grow your career.

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