Customer Resolution Advisor

Tpg Telecom; Hobart; Hybride; AUD 65 000 - 85 000; Plein temps

Avantages offerts par ce poste

Hybrid work

Free mobile plan

Free NBN plan

Extra annual leave

Learning Hub access

Partner discounts

Résumé du poste

TPG Telecom in Hobart, Australia, is seeking a skilled customer resolution specialist to manage escalated cases, liaise with internal teams, and deliver fair, customer‑focused outcomes in line with policy and procedures.

You will use negotiation and problem‑solving skills to uncover root causes, keep customers informed, and meet KPI targets, while thriving in a high‑volume, fast‑paced environment with flexible hybrid work.

Qualifications

• Ability to resolve escalated customer queries with effective communication.
• Identify customer needs and provide tailored outcomes.
• Coordinate with multiple departments to reach resolution.
• Maintain timely notes and update customers regularly.
• Resilience in a high-volume, fast-paced environment.

Responsabilités

• Escalate and resolve complex customer issues following policy.
• Liaise with other departments and stakeholders to reach a resolution.
• Keep customers informed with progress and timelines.
• Meet KPI targets and contribute to continuous improvement.

Connaissances

Escalation management

Customer communication

Negotiation & problem solving

Stakeholder liaison

Time management

Outils

CRM systems

Support tools

Description du poste

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:

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.

Knowledge and Experience:

• 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.

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, high‑speed NBN plan (up to 500 Mbps)
• ‘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

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

• 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.
• Access to awesome perks like a free mobile and home internet plan!