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Enterprise Support Excellence Manager

1 month ago

Adelaide, South Australia TPG Telecom Full time
Role Overview

A key leadership position has become available within our Technical Support Team to drive exceptional customer experiences for Enterprise & Government customers. As a Customer Support Improvement Lead, you will be responsible for delivering advanced levels of customer service and controlling end-to-end accountability.

Key Responsibilities
  • Investigate and resolve complex customer incidents, ensuring timely issue resolution and high customer satisfaction.
  • Collaborate with team members and management to maintain smooth team operations and effective communication.
  • Develop and implement processes to meet customer and organisational requirements in a professional and responsive manner.
  • Handle customer issues, enquiries, and track them to completion.
  • Manage non-complex provisioning modification tasks and ensure customer interface systems are up-to-date.
  • Evaluate current practices to identify areas for improvement and develop strategies for development and growth.
  • Gather and present performance data to inform business decisions.
Requirements
  • Proven experience in a call centre technical support environment, with a focus on leadership and team management.
  • Excellent communication and interpersonal skills to motivate team members and facilitate success.
  • Strong problem-solving and decision-making skills to resolve complex issues.
  • Ability to multitask and manage multiple priorities in a fast-paced environment.
  • Proven ability to deliver excellent proactive customer service and build strong internal/external relationships.
  • Able to learn quickly and share knowledge with colleagues and management.
Salary and Benefits

This exciting opportunity comes with an estimated salary range of $80,000 - $120,000 per annum, depending on experience. Additionally, enjoy flexible hybrid working arrangements, access to TPG Learning Hub, and corporate partner discounts.