Customer Care Advisor
We are seeking a highly skilled and dedicated individual to join our team as a Customer Care Advisor. In this role, you will be responsible for providing exceptional customer service through various communication channels.
* Job Description: As a Customer Care Advisor, you will play a vital role in delivering support to customers across multiple platforms, including live chat, email, and social media. Your primary objective will be to resolve customer inquiries efficiently and effectively, ensuring that every interaction is professional, friendly, and courteous.
* Key Responsibilities:
o Resolve customer enquiries over asynchronous live chat, email, and social media
o Maintain a professional yet relaxed and friendly engagement with customers during interactions
o 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
* Requirements:
o A customer-first mindset, with a go-getter attitude, focused on solutions, not problems – required
o 12 months+ working in a Customer Service environment – preferred
o Advanced understanding of PC applications – preferred
o Experience using web-based CRM systems (e.g. Freshworks, Salesforce, Zendesk, Siebel) – preferred
* Benefits:
o Flexible hybrid way of working (from home and office)
o 'Stay Connected Mobile' – Access to a free mobile plan
o 'Stay Connected NBN' – Access to a free NBN 100 plan
o 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year
o Access to TPG Learning Hub platform and internal development opportunities
o Access to Corporate Partner Discounts
* Our Values:
o Meaningful relationships
o Support vibrant, connected communities
o Exceptional customer experience