Customer Resolution Advisor

7 days ago

Hobart, Tasmania, Australia TPG Telecom Full time $60,000 - $80,000 per year

Work options: Hybrid

  • Based in Hobart
  • Hybrid working arrangement, mix of working from home and the office
  • Access to a great selection of benefits

The opportunity

In this exciting opportunity you will use your developed negotiation and resolution skills for case management and resolving complex customer issues (as referred to you by customer care agents). A key part of this role is to liaise with other departments and business stakeholders, while keeping the customer informed until a mutually agreed resolution is reached in line with TPG Telecom's Policy and Procedure guidelines. Your ability to calmly resolve complex queries by discovering and understanding the core problem and provide tailored and fair outcomes that promote brand advocacy will set you up for success in this position.

Responsibilities

  • Exercise independent judgement and provide effective communication in accordance with company policy and procedures with the aim of providing mutually satisfactory final resolutions to escalated customer queries
  • Provide quality and accurate information when handling customer enquiries including concise notes of customer contact
  • Take ownership and keep the customer informed of the progress of resolution efforts within the required time frames and ensure follow up if the resolution extends beyond
  • Use appropriate systems and support tools in providing consistent customer solutions and experience
  • Identify customer needs and promote relevant products and services to suit those needs
  • Effectively liaise with other areas of the business and key stakeholders
  • Escalate trending complaints
  • Achieve individual targets in line with KPI requirements
  • Display a commitment to self-improvement and continual learning
  • Display resilience and ability to work in a high volume, fast paced environment with a positive outlook on continual change.

Knowledge and experience

  • Contact centre experience and / or telecommunications experience is preferred
  • Proven attention to detail, excellent communication skills, and a strong customer resolution focus
  • The ability to think outside the box providing creative solutions that adhere to company policy and procedures
  • Excellent relationship management skills with the ability to build rapport quickly
  • Self-starter with the ability to manage and prioritise own workload in a timely manner
  • Ability to effectively engage multiple stakeholders to source resolutions for customers
  • Strong Microsoft Office skills
  • Excellent verbal and written communication skills
  • Empathetic in manner, able to accurately identify customer needs and provide appropriate information or resolutions which balance both business and customer's needs
  • Able to relate effectively with others regardless of age, gender, cultural background with an awareness of own impact on others.

Benefits and perks

  • 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
  • Access to LinkedIn Learning and Vodafone Learning platforms

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. You will have access to fantastic benefits, including generous leave policies, leadership development programs and opportunities to grow your career. You'll be faced with loads of variety where no two days are ever the same in a collaborative workspace that helps drive innovation.

Interested? We are excited to hear from you

LI-Hybrid #LI-RS1 IND2

Video

  • Customer Resolution Advisorhybrid

    3 days ago

    Hobart, Tasmania, Australia Tpg Telecom Full time

    The opportunityIn this exciting opportunity you will use your developed negotiation and resolution skills for case management and resolving complex customer issues (as referred to you by customer care agents).A key part of this role is to liaise with other departments and business stakeholders, while keeping the customer informed until a mutually agreed...

  • Customer Resolution Ambassador

    2 weeks ago

    Hobart, Tasmania, Australia beBeeResolution Full time $65,000 - $95,000

    Customer Resolution SpecialistThe opportunity to make a positive impact in our customers' lives is waiting for you. As a customer resolution specialist, you will utilize your negotiation and problem-solving skills to effectively manage complex customer issues and provide tailored resolutions that promote brand advocacy.Responsibilities:Exercise independent...

  • Customer Resolution Specialist

    1 week ago

    Hobart, Tasmania, Australia beBeeCustomer Full time $55,000 - $85,000

    Job Opportunity:The purpose of this role is to provide exceptional customer service by resolving complex issues and delivering tailored solutions that meet the customer's needs.In this exciting opportunity, you will utilize your negotiation and resolution skills for case management and resolving customer complaints. A key aspect of this position is...

  • Customer Issue Resolutions Manager

    5 days ago

    Hobart, Tasmania, Australia beBeeCustomerResolution Full time $60,000 - $90,000

    Job DescriptionWe are seeking a highly skilled professional to fill the role of Customer Resolution Specialist. As a key member of our team, you will play a vital part in resolving complex customer issues and providing exceptional service.The opportunityYou will be responsible for managing and resolving customer complaints in a timely and effective manner....

  • Customer Support Advisor

    6 days ago

    Hobart, Tasmania, Australia TPG Telecom Group Full time

    Role Purpose & Environment As a Customer Service Advisor in our Social Media Team, you will act as the voice of our brands across different social media channels.You will be responsible for driving brand advocacy through every interaction with customers and prospects.Every post, tweet (or X), or comment will be different, and you'll have the communication...

  • Customer Support Advisor

    5 days ago

    Hobart, Tasmania, Australia Tpg Telecom Full time

    Based in Hobart- Highly supportive and fun team environment- Access to a great selection of benefits**Role Purpose & Environment**As a Customer Service Advisor in our Social Media Team, you will act as the voice of our brands' across different social media channels.You will be responsible for driving brand advocacy through every interaction with customers...

  • Customer Support Advisor

    7 days ago

    Hobart, Tasmania, Australia TPG Telecom Full time $60,000 - $80,000 per year

    Based in Hobart Highly supportive and fun team environment Access to a great selection of benefits Role Purpose & Environment As a Customer Service Advisor in our Vodafone Social Media Team, you will act as the voice of our brand across Vodafone's social media channels. You will be responsible for driving brand advocacy through every interaction...

  • Customer Service Advisor

    4 days ago

    Hobart, Tasmania, Australia Vodafone Full time

    Hybrid working arrangement, mix of working from home and our office in Hobart- Challenging and rewarding customer service role- Highly supportive and fun team environmentAs a** Customer Service Advisor** in our Hobart office you will act as the voice of the Vodafone brand, providing awesome customer service to our customers across our social media...

  • Customer Service Advisor

    5 days ago

    Hobart, Tasmania, Australia Tpg Telecom Full time

    Role Purpose & EnvironmentAs a Social Media Service Advisor, you will act as the voice of our brand across TPG Telecom's social media channels.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...

  • Customer Service Advisor

    5 days ago

    Hobart, Tasmania, Australia Tpg Telecom Full time

    Based in Hobart- Highly supportive and fun team environment- Access to a great selection of benefits**Role Purpose & Environment**As a Customer Service Advisor in our Vodafone Social Media Team, you will act as the voice of our brand across Vodafone's social media channels.You will be responsible for driving brand advocacy through every interaction with...