Customer Support Advisor

Job Overview

Join TPG Telecom as a Customer Support Advisor, playing a vital role in managing complex customer cases referred by frontline agents. This position involves utilizing negotiation and resolution expertise to deliver effective outcomes.

Key Responsibilities

• Resolve escalated customer inquiries using independent judgment aligned with company policies to achieve mutually agreeable solutions.
• Provide accurate and high-quality information during customer interactions, including detailed documentation of contacts.
• Own the customer experience by keeping clients updated throughout the resolution process and following up as needed past initial timeframes.
• Utilize appropriate systems and support tools to maintain consistent service standards.
• Identify customer demands to recommend suitable products and services.
• Collaborate effectively with various departments and stakeholders within the organization.
• Report on common complaint trends to improve service quality.
• Support customers facing vulnerability—including those affected by domestic violence, disabilities, mental health challenges, age-related needs, or financial difficulties—by offering tailored solutions and product guidance.
• Demonstrate expertise in accessibility functionalities on multiple devices such as screen readers, hearing aid connections, and display adjustments.
• Provide coaching and support to frontline teams and the Resolutions Team on handling sensitive customer interactions with empathy, fostering an inclusive and trauma-informed workplace culture.

What We Offer

• Flexible hybrid working arrangement balancing office and remote work.
• Complimentary mobile phone plan under the 'Stay Connected Mobile' program.
• Access to a high-speed NBN internet plan (up to 500 Mbps) at no cost via the 'Stay Connected NBN' initiative.
• Additional four days of personal leave annually through the 'Your Leave' scheme.
• Continuous learning and development opportunities via the TPG Learning Hub.
• Corporate partner discounts available to employees.

Work Environment and Culture

TPG Telecom fosters a respectful and accessible workplace welcoming diverse backgrounds and authentic self-expression. Even if all qualifications are not fully met, the company encourages applicants who believe in the mission and values. The company also respectfully acknowledges the Traditional Custodians of the land where the Hobart office is located.