Customer Service Executive

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

**This opportunity**

The primary role of the Customer Service Executive is to support the Wholesale and Carrier Account Management team to ensure Wholesale/Carrier customer service requests are actioned efficiently and professionally.

**Responsibilities**
- Assist with Request For Proposals (RFP)
- Service qualifications to determine product availability
- Raise quotations and orders utilising Frontier Web Portal
- Assist with new customer administration/on-boarding tasks
- Liaising with relevant departments within the business including Operations, Provisioning, Assurance and Billing/Credit in relation to wholesale customer requirements or enquiries
- Work closely Account Managers to ensure Wholesale/Carrier customers receive highest levels of service
- Monitoring in-flight work tasks and ensuring customers are updated regularly on progress or status.
- Deliver overall client satisfaction while at the same time meeting the TPG's commercial and operational targets.
- Conduct quality assurance on solution designs created by the Pre-sales team to ensure the solution can be successfully deployed, supported and fully meets the customer requirements. Working directly with the Solution Architect to resolve any issues identified.
- Conduct quality assurance on sales order documentation to verify the pricing has been approved and is correct, raising any issues identified with the relevant customer’s Account Manager
- Work with the customer’s technical points of contact to compile detailed requirements documents for the provisioning of their services.
- Act as a gate keeper to ensure all orders are raised in compliance with TPG Telecom policies and procedures.
- Create customer contract documents, ensuring 100% alignment to proposal and pricing documentation. Liaise with the Legal team where non-standard terms and conditions are required.
- Quality assess 100% of customer hardware and access line orders drafted by off-shore teams, ensuring absolute alignment to the proposal and solution design documentation prior to submission.
- Communicate the status to internal and external parties on a regular basis.
- Manage the requests in the pipeline and provide relevant status updates to relevant parties including account Managers, Sales Managers and Wholesaler Customer contacts.
- Take an active part in developing and maintaining end to end processes for tracking turnaround times of deliverables.

**Knowledge and experience**
- Minimum 2 experience in telecommunications services preferably in a Sales Support/operations role
- Strong written and communication skills
- Ability to liaise with all levels of management
- A strong understanding of fixed telecommunications technology
- Ability to multi-task and work autonomously

**Benefits and perks**
- Flexible hybrid way of working (work 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

**Our TPG Telecom Spirit**

We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. You will join a supportive company that is diverse and inclusive, and celebrates what makes our employees different, as well what brings us together. We want you to bring your true self to work, and to feel like your contribution matters. We encourage ambition in everything we do, from telco solutions to customer experience, to community impact. You will have real opportunities to take charge and take control.

If you think the power of people and collaboration can make a meaningful difference in the world, then **APPLY NOW** to help us build a better future.

**Bolder and better together**
- #LI-Hybrid #LI-LM1_

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