Customer Resolution Specialist

3 weeks ago

City Of Hobart, Australia TPG Telecom Full time

Job Summary:

We are seeking a highly skilled Customer Resolution Advisor to join our team at TPG Telecom. As a key member of our customer service team, you will be responsible for resolving complex customer issues and providing exceptional customer service.

Key Responsibilities:

  • Exercise independent judgment 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.
  • Use 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.
  • Escalate trending complaints.
  • 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 continual change.

Requirements:

  • Contact centre experience and/or telecommunications experience is 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.
  • 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 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.

Benefits:

  • Flexible hybrid way of working (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.
  • We are committed to attracting, developing, and retaining the best people by offering a flexible, diverse, and inclusive workplace where hard work is truly rewarded.
  • You will have access to fantastic benefits, including generous leave policies, leadership development programs, and opportunities to grow your career.
  • You'll be faced with loads of variety where no two days are ever the same in a collaborative workspace that helps drive innovation.

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