Social Media Advisor

6 days ago

Perth, Australia TPG Telecom Full time

Hybrid working arrangement, mix of working from home and our office in Subi, Perth
- Challenging and rewarding customer service role
- Awesome company culture and employee benefits

Two of Australia’s leading telecommunication companies, Vodafone Hutchison Australia and TPG, have come together to form TPG Telecom Limited. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. As the second largest telecommunications company listed on the ASX, TPG Telecom has a strong challenger spirit and a commitment to delivering the best services and products to our customers. We are driving competition and choice for businesses and consumers across Australia.

**The opportunity**

As a Social Media Advisor based in our Perth office, you will interact with our customers acting as the voice of our brand, providing awesome customer service across TPG Telecom's brands via our social media channels.

With a passion for customer service, you will be responsible for driving brand advocacy through every interaction with customers and prospects. Every post, tweet, or comment will be different, and you’ll have the communication skills to handle all sorts of enquiries.

You’ll work with our broader Brand & Social Media Team who publish content across our social media channels to ensure you are equipped with the information required to support customers who interact with our posts.

We operate 7 days a week, from 8am to 9pm. Shifts are 8 hours per day, 5 days a week and some weekend shifts may be required.

**Responsibilities**
- Provide customer support for a variety of issues and general enquiries across our social media channels
- End to end handling of complaints where possible
- Thinking outside the box, providing customers with a tailored solution
- Communicate in a unified and relatable tone of voice across all brand interactions, conversing in a range of social channels, including Facebook, Twitter and Instagram
- Identify and raise possible brand and reputational risks
- Escalate trending complaints and assist with identifying solutions to issues
- Adhere to verification processes and support a prompt resolution of complex complaints.

**Knowledge and experience**
- Excellent written and verbal communication skills
- Strong customer service skills with at least 2 years’ experience in a customer service role, along with a passion for helping customers
- Have an interest in the world of social media and an understanding of different social channels
- Confidently multitask on a computer
- Positive, “can do” attitude, with resilient self confidence
- Ability to work as part of a team and autonomously.

**Benefits and perks**
- Flexible hybrid way of working (from home and office)
- Access to a free mobile plan
- Access to an NBN 100 plan
- 'Your Leave’ - an additional 4 days of leave to be used whenever you like - every year, and also 'Charity leave', one day paid leave to volunteer for a charity of your choice.
- Access to Learning Hub platform
- Access to Corporate Partner Discounts

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 and you have opportunities to grow your career. You’ll have loads of variety where no two days are the same in a collaborative workspace that helps drive innovation.

Interested? We are excited to hear from you

LI-Hybrid # #LI-CS1

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