Job Description
We're a powerhouse of brands that connect customers, businesses, and communities.
As our valued Customer Support Specialist, you'll play a vital role in delivering first-class customer support and service. You'll draw on your ability to build rapport with customers to respond to calls and enquiries specific to their needs.
You'll make impact by:
* Providing proactive support to customers through servicing journeys (onboarding, provisioning, level 1 fault trouble shooting, in-life care)
* Answering incoming calls and customer queries in a timely and efficient manner and taking ownership to resolve concerns and enquiries and achieve first contact resolution where possible
* Triage or escalating to the right internal party, through a warm transfer where possible, when first contact resolution is not possible (e.g., technical support level 2)
* Processing orders and transactions in an efficient and timely manner while providing exceptional customer experience
* Working collaboratively with billing, sales, finance, and operations on billing queries, and/or credit and collections or commercial disputes ensuring customer is regularly kept up to date with relevant information
Key Responsibilities
* Deliver high-quality customer interactions via phone, email, or chat channels
* Provide solutions to customer inquiries and resolve issues efficiently
* Identify opportunities to upsell and cross-sell products or services
Benefits
* A flexible hybrid work arrangement (from home and office)
* 'Stay Connected Mobile' - access to a free mobile plan
* 'Stay Connected NBN' - access to a free NBN 100 plan
* '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