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Customer Support Improvement Lead

2 months ago

Adelaide, South Australia TPG Telecom Full time
About the Role

We are seeking a highly skilled and experienced Customer Support Improvement Lead to join our Technical Support Team at TPG Telecom. As a key member of our team, you will play a critical role in delivering exceptional customer service to our Enterprise & Government customers.

Key Responsibilities
  • Investigate and resolve complex customer incidents and escalated issues, ensuring timely and effective resolution.
  • Collaborate with customers, consultants, and specialists to achieve high levels of customer satisfaction and fault restoration.
  • Develop and implement processes to meet customer and organizational requirements, ensuring a professional, expert, and responsive service.
  • Manage and track customer issues and enquiries to completion, ensuring timely resolution and customer satisfaction.
  • Perform evaluation and analysis on current practices to identify areas for improvement and develop strategies for enhancement.
  • Provide coaching and guidance to team members to ensure quality and guideline compliance.
  • Work closely with the Capability team to manage new starter onboarding and training.
Requirements
  • Proven experience in a call centre technical support environment, with a track record of leading a team.
  • Excellent communication and leadership skills, with the ability to empower employees and drive success.
  • Good problem-solving and decision-making skills, with the ability to analyze data and drive business improvements.
  • Ability to build and manage solid internal and external relationships.
  • Flexible and adaptable, with the ability to work in a fast-paced environment and prioritize tasks effectively.
What We Offer
  • A dynamic and supportive work environment, with opportunities for growth and development.
  • A competitive salary and benefits package, including flexible hybrid working arrangements.
  • Access to the TPG Learning Hub platform and internal development opportunities.
  • Corporate partner discounts and a range of employee benefits.