Customer Resolution Specialist

2 months ago

Hobart, Tasmania, Australia TPG Telecom Full time

Opportunity Overview

In this exciting opportunity, you will utilize your negotiation and resolution skills for case management and resolving complex customer issues referred to you by customer care agents.

A key aspect of this role is to liaise with other departments and business stakeholders, while keeping the customer informed until a mutually agreed resolution is reached in line with TPG Telecom's Policy and Procedure guidelines.

Responsibilities

  • Exercise independent judgement and provide effective communication in accordance with company policy and procedures to provide mutually satisfactory final resolutions to escalated customer queries.
  • Provide quality and accurate information when handling customer enquiries, including concise notes of customer contact.
  • Take ownership and keep the customer informed of the progress of resolution efforts within the required time frames and ensure follow up if the resolution extends beyond.
  • Utilize appropriate systems and support tools to provide consistent customer solutions and experience.
  • Identify customer needs and promote relevant products and services to suit those needs.
  • Effectively liaise with other areas of the business and key stakeholders.
  • Evaluate and escalate trending complaints.
  • Achieve individual targets in line with KPI requirements.
  • Display a commitment to self-improvement and continual learning.
  • Exhibit resilience and ability to work in a high volume, fast-paced environment with a positive outlook on continual change.

Requirements

  • Contact centre experience and/or telecommunications experience preferred.
  • Proven attention to detail, excellent communication skills, and a strong customer resolution focus.
  • The ability to think outside the box and provide creative solutions that adhere to company policy and procedures.
  • Excellent relationship management skills with the ability to build rapport quickly.
  • A self-starter with the ability to manage and prioritise 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.
  • An empathetic approach, able to accurately identify customer needs and provide appropriate information or resolutions that balance both business and customer needs.
  • Able to relate effectively with others regardless of age, gender, cultural background with an awareness of own impact on others.

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