Customer Support Improvement Lead

2 months ago

Adelaide, South Australia TPG Telecom Full time
Customer Support Improvement Lead

We're 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 be responsible for delivering exceptional customer service to our Enterprise and Government customers, ensuring their needs are met and exceeded.

Key Responsibilities:
  • Investigate and resolve complex customer incidents and escalated issues in a timely and professional manner.
  • Collaborate with customers, consultants, and specialists to achieve the highest level of customer satisfaction and fault restoration.
  • Develop and implement process improvements to enhance customer experience and reduce resolution times.
  • Manage and track customer issues and enquiries to completion, ensuring timely and effective communication.
  • Provide guidance and support to team members to ensure seamless delivery of customer service.
  • Conduct quality assurance reviews and coaching to ensure team members are meeting quality and guideline standards.
Requirements:
  • Proven experience in a call centre technical support environment, with a strong background in leadership and team management.
  • Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with customers and team members.
  • Strong problem-solving and decision-making skills, with the ability to analyze complex issues and develop effective solutions.
  • Ability to work in a fast-paced environment, with a high level of flexibility and adaptability.
  • Strong analytical skills, with the ability to turn data into actionable insights to drive business improvements.
What We Offer:
  • A dynamic and supportive work environment, with opportunities for growth and development.
  • A competitive salary and benefits package, including flexible working arrangements and access to a range of employee perks.
  • The chance to work with a leading telecommunications company, with a strong focus on innovation and customer satisfaction.

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