Job Description

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