Customer Support Specialist

Vodafone Business Australia; City of Hobart; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible hybrid work

Free NBN plan

Additional 4 leave days

Learning Hub access

Corporate discounts

Job summary

TPG Telecom is looking for a Customer Support Specialist to work with internal teams and deliver value-added customer care for business customers. You will handle calls and inquiries across servicing journeys, aiming for first contact resolution.

The role requires resilience under pressure, strong communication and relationship-building skills. A flexible hybrid work arrangement, access to learning resources, and additional leave are part of the package.

Qualifications

• Experience delivering customer service and resolving calls within SLAs.
• Telecommunications industry experience preferred.
• Ability to work under pressure in changing environments.
• Strong relationship-building and communication skills.

Responsibilities

• Answer calls and inquiries, resolving concerns and aiming for first contact resolution.
• Provide end-to-end lifecycle customer support in servicing journeys.
• Process requests and transactions efficiently with a strong customer focus.
• Collaborate with Billing, Sales, Finance, Operations, IT or vendors on complex queries.
• Provide accurate, timely information about customer orders.
• Manage workflow queues, mailboxes and escalation tickets.
• Contribute to continuous improvements to enhance the customer experience.

Skills

Customer service

Interpersonal skills

Work under pressure

Relationship building

Time management

Job description

Job Description

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 work collaboratively with multiple internal teams across the TPG Telecom business to deliver value-add Customer Care in response to calls and enquiries specific to their business needs.

You’ll make impact by:

• 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.
• Providing end to end lifecycle customer support to through in-life Servicing Journeys
• Process all requests and transactions in an efficient and timely manner while providing a leading customer experience.
• Where First Case Resolution is not possible, collaborate with stakeholders eg Billing, Sales, Finance, Operations, IT, vendors on queries and disputes ensuring the customer are regularly kept up to date with relevant information.
• Always provide accurate and timely information to our customers specific to their orders and needs.
• Manage workflow queues, mail-boxes and escalation tickets in a prioritized and efficient manner.
• Actively participate in continuous business improvement by suggesting changes that enhance the customer experience.

What you’ll bring:

• Customer service experience with effective resolution of customer calls and requests within agreed SLAs
• Telecommunications industry experience preferred
• 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
• 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 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

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.

About Us

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.

About The Team

This team partners with businesses, government and wholesale customers to deliver secure, reliable and scalable connectivity solutions. We support critical infrastructure and services across Australia, helping organisations operate, grow and innovate.