Customer Resolution Specialist

1 month ago

Hobart, Tasmania, Australia TPG Telecom Full time
{"title": "Customer Resolution Specialist", "description": "

Unlock Your Potential

In this exciting opportunity, you will leverage your negotiation and resolution skills to manage complex customer cases and resolve issues referred by customer care agents. As a key member of our team, you will collaborate with other departments and stakeholders to ensure timely and satisfactory resolutions for our customers.

Key Responsibilities

  • Exercise independent judgment and provide effective communication to resolve customer queries in accordance with company policy and procedures.
  • Provide accurate and concise information to customers, including notes of customer contact.
  • Take ownership of customer cases and ensure timely follow-up to ensure resolution.
  • Utilize appropriate systems and tools to provide consistent customer solutions and experiences.
  • Identify customer needs and promote relevant products and services to meet those needs.
  • Liaise with other areas of the business and key stakeholders to ensure effective communication and collaboration.
  • Escalate trending complaints to ensure prompt resolution.
  • Achieve individual targets in line with KPI requirements.
  • Display a commitment to self-improvement and continual learning.
  • Display resilience and ability to work in a high-volume, fast-paced environment with a positive outlook on change.

Requirements

  • Contact centre experience and/or telecommunications experience preferred.
  • Proven attention to detail, excellent communication skills, and a strong customer resolution focus.
  • Ability to think creatively and provide innovative solutions that adhere to company policy and procedures.
  • Excellent relationship management skills with the ability to build rapport quickly.
  • Self-starter with the ability to manage and prioritize own workload in a timely manner.
  • Ability to effectively engage multiple stakeholders to source resolutions for customers.
  • Strong Microsoft Office skills.
  • Excellent verbal and written communication skills.
  • Empathetic in manner, able to accurately identify customer needs and provide appropriate information or resolutions that balance business and 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.
  • Access to Corporate Partner Discounts.
", "lang_code": "en"}

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