Your opportunity:
In this exciting opportunity you will use your developed negotiation and resolution skills for case management and resolving complex customer issues (as referred to you by customer care agents).
A key part of this role is to liaise with other departments and business stakeholders, focuses on identifying and supporting customers experiencing vulnerability, including but not limited to those affected by domestic and family violence, disability, age-related needs, mental health concerns, or financial hardship and providing on-the-spot solutions.
Knowledge and Experience:
- Exercise independent judgement and provide effective communication in accordance with company policy and procedures with the aim of providing mutually satisfactory final resolutions to escalated customer queries.
- Provide quality and accurate information when handling customer enquiries including concise notes of customer contact.
- Take ownership and keep the customer informed of the progress of resolution efforts within the required time frames and ensure follow up if the resolution extends beyond.
- Use appropriate systems and support tools in providing consistent customer solutions and experience.
- Identify customer needs and promote relevant products and services to suit those needs.
- Effectively liaise with other areas of the business and key stakeholders.
- Escalate trending complaints.
- Help vulnerable customers select suitable products and services, recommend devices or plans based on accessibility or safety needs, and set up essential features such as account PINs, emergency contacts, or data restrictions
- Be the expert in accessibility features across a range of devices (e.g. screen readers, hearing aid pairing, text and display adjustments)
- Act as a point of support for the Resolutions Team and Frontline agents coaching through sensitive customer situations and appropriate escalation pathways, and fostering a culture of inclusive, trauma-informed practice sharing expertise in recognising signs of vulnerability
What's in it for you?
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ – Access to a free mobile plan
- ‘Stay Connected NBN’ – Access to a free, high speed NBN plan (up to 500 Mbps)
- ‘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
Come join us and build a better future.
Apply today.
Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us!
TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.
Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.
#LI-Hybrid #IND2
