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Customer Support Improvement Lead

2 months ago

Adelaide, South Australia TPG Telecom Full time
About the Role

We are 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 advanced levels of customer service to all Enterprise & Government customers, controlling end-to-end accountability.

Key Responsibilities
  • Investigate and resolve complex customer incidents and escalated issues, owning, managing, and resolving customer issues while keeping the customer informed.
  • Assist in incident triage with customers, consultants, and specialists to attain the highest possible level of customer satisfaction and fault restoration.
  • Understand both customer and organizational requirements and follow established processes to meet these requirements in a professional, expert, and responsive manner.
  • Handle simple and complex customer issues and enquiries and track to completion.
  • Manage non-complex provisioning modification-related tasks.
  • Ensure that customer interface systems are kept up-to-date with all interactions and relevant information.
  • Perform evaluation and analysis on current practices to assist with development and improvement plans.
  • Gather and collate ticket and call data to present workplace performance statistics and improvements.
  • Escalation point for complex and legacy network faults, and provide support for staff in guidance for ticket resolution.
  • Manage ticket assignment, creation, and assessing across all brands within the team.
  • Work with the Team Manager to report and analyze on ticket performance and trends.
  • Work in conjunction with the Capability team to manage new starter onboarding and training.
  • Be responsible for Quality Assurance reviews and coaching by overseeing teamwork for quality and guideline compliance.
Requirements
  • Experience within a call centre Technical Support environment and ability to lead a team.
  • Excellent communication skills to encourage team members to follow and facilitate success.
  • Excellent Leadership & delegation skills and ability to lead a team, empowering employees.
  • Good problem-solving and decision-making skills.
  • Good time management, ability to multi-task.
  • Proven ability to deliver excellent, proactive customer service.
  • Ability to build and manage solid internal/external relationships.
  • Able to learn quickly on the fly and share information learned with work colleagues and management.
  • Flexible to accept and adapt to a constant and ever-changing environment, ability to forecast change and proactively prepare for change.
  • Confidence in their ability and that of their team, whilst being honest and transparent.
  • Analytical and able to turn figures into reports to drive business improvements.
What We Offer
  • 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.
  • 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year.
  • Access to TPG Learning Hub platform and internal development opportunities.
  • Access to Corporate Partner Discounts.