Customer Support Specialist

Job Overview

TPG Telecom is dedicated to improving Australians' connectivity through meaningful relationships that foster vibrant communities. As a prominent mobile and internet service provider in Australia, we are redefining the telecommunications industry. Join us and play a significant role in this transformation.

Your Role

As a Customer Support Specialist, you will collaborate with various internal teams throughout TPG Telecom to deliver exceptional customer care, responding to calls and queries tailored to business needs.

• Promptly answer incoming calls and customer inquiries, taking full ownership to resolve issues with an aim for first-contact resolution.
• Provide comprehensive customer support covering all stages of the service lifecycle.
• Efficiently process requests and transactions while maintaining a superior customer experience.
• Collaborate with different departments such as Billing, Sales, Finance, Operations, IT, and vendors when first-contact resolution isn’t feasible, ensuring customers receive timely updates.
• Accurately communicate information to customers based on their orders and requirements.
• Manage workflow queues, mailboxes, and escalation tickets with organized prioritization.
• Contribute to ongoing business improvements by proposing enhancements to elevate customer experience.

Qualifications

• Prior customer service experience demonstrating effective resolution within agreed service level agreements.
• Experience in the telecommunications sector is advantageous.
• Capability to handle high-pressure and changing environments gracefully.
• Flexible, resilient, persistent, and capable of maintaining perseverance in challenging situations.
• Strong interpersonal skills enabling relationship-building with customers and colleagues.
• Excellent listening abilities and interpersonal communication skills.
• Effective workload prioritization skills.

Benefits

• Flexible hybrid working arrangement combining home and office environments.
• Access to free high-speed NBN internet service of up to 500 Mbps ('Stay Connected NBN').
• Additional 4 days of discretionary leave annually ('Your Leave').
• Availability of the TPG Learning Hub and opportunities for internal career development.
• Corporate partner discount programs.

Additional Information

We encourage applications from individuals who may not meet every requirement as we value authenticity and diversity in our workplace. TPG Telecom acknowledges the Gadigal People of the Eora Nation, respecting the custodianship of the lands on which our offices are situated. Please note, unsolicited resumes or recruitment inquiries are not welcome.

About Us

TPG Telecom is devoted to enhancing Australians' connectivity and community engagement through meaningful relationships. We're a leading provider focused on delivering innovative mobile and internet services.

About The Team

This team supports business, government, and wholesale customers with secure, reliable, and scalable connectivity solutions that underpin critical infrastructure essential to Australian organizations' operations and growth.