Customer Support SpecialistHybrid

2 weeks ago

Hobart, Australia Tpg Telecom Full time

Bring your ‘you’ to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. We’re better and bolder together.

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your opportunity:

As our valued Customer Support Specialist, you will play a vital role in delivering first class customer support and service. You’ll draw on your ability to build rapport with customers to respond to calls and enquiries specific to their needs.

You'll make impact by:

  • Provide support to customers through the following Servicing Journeys (Onboarding, Provisioning, Level 1 Fault Trouble Shooting, In-life care)
  • Answer incoming calls and customer queries in a timely and efficient manner and take ownership to resolve concerns and enquiries and achieve first contact resolution where possible
  • Triage or escalate to the right internal party, through a warm transfer where possible, when first contact resolution is not possible eg Technical Support Level 2
  • Process orders and transactions in an efficient and timely manner while providing a leading customer experience
  • Work cooperatively with Billing, Sales, Finance and Operations on billing queries, and/or credit and collections or commercial disputes ensuring customer is regularly kept up to date with relevant information

What you’ll bring:

  • Strong customer service focus with effective resolution of customer calls and requests within agreed SLAs
  • Act proactively or in response to customer escalations and work collaboratively with internal teams as required to achieve resolution
  • Ability to deal with high pressure situations and changeable environments
  • Flexible, resilient and tenacious with a propensity to persevere
  • Ability to build relationships with customers and peers alike

Ideally, you will also have:

  • Preparation and proofing of knowledge base documentation and customer updates
  • Advanced listening and interpersonal skills
  • Ability to prioritise workload

What's in it for you?

  • 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

Come join us and build a better future. Apply today.

We’re a 2024 Circle Back Initiative Employer – we commit to responding to every applicant.

Don’t meet every single requirement? That’s OK At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

#LI-Hybrid #LI-HS1

  • Join a powerhouse of brands that connect customers, businesses and communities.
  • Bring your boldness and stand out in an organisation that supports you to shine.
  • Feel proud to do work that really matters and genuinely impacts communities.

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