Exciting Opportunity at TPG Telecom
This role offers the chance to utilize your negotiation and resolution skills to manage complex customer issues referred by customer care agents. Key responsibilities include liaising with other departments and stakeholders while keeping customers informed until a mutually agreed resolution is reached.
Responsibilities:
* Exercise independent judgement and communicate effectively in accordance with company policy to provide satisfactory resolutions to escalated customer queries.
* Provide accurate information when handling customer enquiries, including concise notes of customer contact.
* Take ownership and keep customers informed of resolution progress within required time frames and ensure follow-up if necessary.
* Use systems and tools to provide consistent customer solutions and experiences.
* Identify customer needs and promote relevant products and services.
* Liaise effectively with other business areas and key stakeholders.
* Evaluate trending complaints.
* Achieve individual targets in line with KPI requirements.
* Display commitment to self-improvement and continual learning.
* Show resilience in high-volume, fast-paced environments with a positive outlook on change.
Requirements:
* Contact centre experience and/or telecommunications background preferred.
* Proven attention to detail, excellent communication skills, and strong customer focus.
* Ability to think creatively and provide solutions within company guidelines.
* Strong relationship management skills for building rapport quickly.
* Self-motivated with ability to manage workload effectively.
* Effective stakeholder engagement for sourcing customer resolutions.
* Strong Microsoft Office skills.
* Excellent verbal and written communication skills.
* Empathetic manner to accurately identify customer needs.
Benefits:
* Flexible hybrid working arrangement.
* 'Stay Connected Mobile' – Access to free mobile plan.
* 'Stay Connected NBN' – Access to free NBN 100 plan.
* Access to LinkedIn Learning and Vodafone Learning platforms.
We offer a diverse and inclusive workplace with opportunities for growth and development. You will have access to various benefits and be part of a collaborative workspace driving innovation.