Customer Resolution Specialist

3 weeks ago

Hobart, Tasmania, Australia TPG Telecom Full time

The Opportunity

In this exciting opportunity, you will utilize your developed negotiation and resolution skills to manage complex customer cases and resolve issues referred by customer care agents. A key aspect of this role is to collaborate with other departments and stakeholders, ensuring timely and effective communication with customers. Your ability to calmly resolve complex queries by identifying and addressing the root cause will be essential in providing tailored and fair outcomes that promote brand advocacy.

Responsibilities

  • Exercise independent judgment and provide effective communication in accordance with company policy and procedures to achieve mutually satisfactory resolutions to escalated customer queries.
  • Provide accurate and concise information when handling customer inquiries, including detailed notes of customer contact.
  • Take ownership of customer issues and ensure timely communication of resolution progress, with follow-up as necessary.
  • 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 effectively with other areas of the business and key stakeholders.
  • Escalate trending complaints.
  • Achieve individual targets in line with KPI requirements.
  • Display a commitment to self-improvement and continuous learning.
  • Exhibit resilience and adaptability in a high-volume, fast-paced environment with a positive attitude towards change.

Knowledge and Experience

  • 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 creatively and provide innovative solutions that align with company policy and procedures.
  • Excellent relationship management skills, with the ability to build rapport quickly.
  • A self-starter with the ability to manage and prioritize own workload effectively.
  • Ability to engage multiple stakeholders to source resolutions for customers.
  • Strong Microsoft Office skills.
  • Excellent verbal and written communication skills.
  • Empathetic in manner, with the ability to accurately identify customer needs and provide appropriate information or resolutions that balance business and customer needs.
  • Able to relate effectively with others, regardless of age, gender, cultural background, with an awareness of own impact on others.

Benefits and Perks

  • 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.

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