Digital Service Expert

5 days ago

Council of the City of Sydney, Australia TPG Telecom Full time

Company Overview: TPG Telecom is a leading mobile and internet provider in Australia, committed to delivering exceptional customer experiences.

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TGP Telecom was founded on the belief that meaningful relationships can support vibrant, connected communities. We strive to redefine telco by changing its course, and we need passionate individuals like you to join our team.

">Your Role:

As a Digital Care Advisor, you will play a vital role in supporting future, existing, and former customers over digital channels, including live chat, email, and social media. You will work as part of a team of experts to deliver top-notch support and ensure an exceptional customer experience.

">Your Responsibilities:

  1. You will be responsible for resolving customer enquiries in a timely and professional manner, ensuring that all interactions are friendly, engaging, and informative.

  2. Maintain a focus on exceptional customer experience, measured through quality assurance, customer service surveys, first contact resolution rate, and other customer-focused KPIs.

  3. Embody the TPG Telecom values when communicating with internal or external parties, consistently demonstrating a professional yet relaxed tone.

Your Qualifications:

  • A customer-first mindset, with a go-getter attitude, focused on solutions rather than problems.

  • Prior experience working in a Customer Service environment (12 months+ preferred).

  • An advanced understanding of PC applications and experience using web-based CRM systems (e.g., Freshworks, Salesforce, Zendesk, Siebel) – preferred.

Benefits:

  1. A flexible hybrid work arrangement, allowing you to balance your time between home and office.

  2. 'Stay Connected Mobile' – access to a free mobile plan.

  3. 'Stay Connected NBN' – access to a free NBN 100 plan.

  4. 'Your Leave' - an additional 4 days of leave to be used whenever you like – every year.

  5. Access to the TPG Learning Hub platform and internal development opportunities.

  6. Access to Corporate Partner Discounts.

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