Customer Support Advisor

TPG Telecom; Hobart; Hybrid; AUD 55,000 - 65,000; Full time

Benefits offered by this job

Flexible hybrid working

Free mobile plan

Free NBN plan

Additional 4 days of annual leave

Learning Hub access

Corporate partner discounts

Job summary

felix Customer Support Advisor at TPG Telecom is seeking a service-oriented professional to provide support across digital channels. The role involves handling live chat, email, and social media with a friendly, professional approach in a fast-paced environment.

You will join a team delivering exceptional customer experiences while embracing felix values and contributing to community impact through renewable-powered services.

Qualifications

• 12 months+ working in a Customer Service environment preferred.
• Advanced understanding of PC applications preferred.
• Experience using web-based CRM systems (Freshworks, Salesforce, Zendesk, Siebel) preferred.
• Typing speed of at least 50 words per minute.

Responsibilities

• Resolve customer inquiries via live chat, email, and social channels with a friendly, professional tone.
• Maintain high quality interactions and accurate written communication following tone guidelines.
• Support multiple customers simultaneously while meeting KPIs and first contact resolution goals.
• Represent felix values in all internal and external communications.

Tools

Freshworks

Salesforce

Zendesk

Siebel

Job description

• Hybrid working arrangement, mix of working from home and the office
• felix is the newest brand to emerge under the TPG Telecom business

Job Description

• Access to a great selection of benefits
• Hybrid working arrangement, mix of working from home and the office
• felix is the newest brand to emerge under the TPG Telecom business

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?

Who is felix?

felix is Australia's first telco to be powered by 100% renewable electricity and carbon neutral certified. felix was created to deliver a digital mobile service that starts conversations - through radical simplicity, outstanding customer service and having a positive impact on our planet. We offer three great value mobile phone plans purchased through our digital native app first journey. We also plant a tree for every customer, each month they are subscribed.

Your Opportunity

As our valued Customer Support Advisor, you will play a vital role. You will work as part of a team of experts to deliver support to future, existing and former customers over digital channels, including live chat, email, and social media. The felix Customer Support Advisor operates in a fast-paced, dynamic environment with multiple competing demands, operating in a rotating roster environment.

You'll Make Impact By

• Resolve customer enquiries over asynchronous live chat, email, voice mail follow-up, helping multiple customers at the same time
• Maintain a professional but relaxed and friendly engagement with customers during interactions, ensuring written communication consistently demonstrates a professional and friendly tone, maintaining excellent spelling and grammar, in line with our guides on tone of voice guide the ways we care
• Ensure a focus on exceptional customer experience as measured through quality assurance, customer service surveys, first contact resolution rate, and a range of customer-focused KPIs
• Embody the felix values when communicating with internal or external parties

What You'll Bring

• A customer-first mindset, with a go-getter attitude, focused on solutions, not problems - required

Ideally, You Will Also Have

• 12 months+ working in a Customer Service environment - preferred
• Advanced understanding of PC applications - preferred
• Experience using web-based CRM systems (e.g. Freshworks, Salesforce, Zendesk, Siebel) - preferred
• Typing speed of at least 50 words per minute

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

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.