The 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, while keeping the customer informed until a mutually agreed resolution is reached in line with TPG Telecom’s Policy and Procedure guidelines. Your ability to calmly resolve complex queries by discovering and understanding the core problem and provide tailored and fair outcomes that promote brand advocacy will set you up for success in this position.
Responsibilities
1. 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
2. Provide quality and accurate information when handling customer enquiries including concise notes of customer contact
3. 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
4. Use appropriate systems and support tools in providing consistent customer solutions and experience
5. Identify customer needs and promote relevant products and services to suit those needs
6. Effectively liaise with other areas of the business and key stakeholders
7. Escalate trending complaints
8. Achieve individual targets in line with KPI requirements
9. Display a commitment to self-improvement and continual learning
10. Display resilience and ability to work in a high volume, fast paced environment with a positive outlook on continual change.
Knowledge and experience
11. Contact centre experience and / or telecommunications experience preferred
12. Proven attention to detail, excellent communication skills, and a strong customer resolution focus
13. The ability to think outside the box providing creative solutions that adhere to company policy and procedures
14. Excellent relationship management skills with the ability to build rapport quickly
15. Self-starter with the ability to manage and prioritise own workload in a timely manner
16. Ability to effectively engage multiple stakeholders to source resolutions for customers
17. Strong Microsoft Office skills
18. Excellent verbal and written communication skills
19. Empathetic in manner, able to accurately identify customer needs and provide appropriate information or resolutions which balance both business and customer’s needs
20. Able to relate effectively with others regardless of age, gender, cultural background with an awareness of own impact on others.
Benefits and perks
21. Flexible hybrid way of working (from home and office)
22. ‘Stay Connected Mobile’ – Access to a free mobile plan
23. ‘Stay Connected NBN’ – Access to a free NBN 100 plan
24. Access to LinkedIn Learning and Vodafone Learning platforms
25. Access to Corporate Partner Discounts