Customer Support Specialist

Tpg Telecom; Hobart; Hybride; AUD 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Flexible hybrid work

NBN plan (up to 500 Mbps)

Additional 4 days of leave

Learning Hub access

Corporate discounts

Résumé du poste

TPG Telecom is seeking a Customer Support Specialist in Hobart, Australia to deliver end-to-end customer care and resolve inquiries across multiple teams. You will handle calls, process requests, and collaborate with Billing, Sales, Finance, Operations, IT, and vendors to keep customers informed and satisfied.

You will be expected to manage workloads, maintain high service levels, stay adaptable under pressure, and contribute to ongoing improvements in the customer experience.

Qualifications

• Experience delivering customer service with resolution of calls and requests within SLAs.
• Telecommunications industry experience preferred.
• Ability to work under high pressure and in changing environments.
• Flexible, resilient and tenacious with perseverance.
• Strong relationship-building with customers and peers.
• Active listening and interpersonal skills.
• Ability to prioritise workload.

Responsabilités

• Answer incoming calls and queries promptly and aim for first contact resolution.
• Process requests efficiently while delivering leading customer experience.
• Collaborate with Billing, Sales, Finance, Operations, IT and vendors on complex queries.
• Provide accurate information specific to orders and needs.
• Manage workflow queues, mailboxes, and escalation tickets in a prioritized and efficient manner.
• Suggest improvements to enhance the customer experience.

Connaissances

Customer service

SLA management

Telecom industry

High pressure

Relationship building

Active listening

Workload prioritisation

Description du poste

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:

Provide end to end lifecycle customer support to through in-life Servicing

Journeys

• 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.
• 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

Come join us and build a better future.

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 - 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.