Resolution & Escalations Advisor (Hybrid)

Tpg Telecom; Hobart; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid work

Free mobile plan

Free NBN plan

Extra annual leave

Learning Hub access

Partner discounts

Job summary

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.

Responsibilities

• 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.

Skills

Escalation management

Customer communication

Negotiation & problem solving

Stakeholder liaison

Time management

Tools

CRM systems

Support tools

Job description

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.