Customer Support Advisor

About TPG Telecom and felix Brand

Join TPG Telecom, one of Australia's foremost mobile and internet service providers, where we believe in strengthening communities through meaningful relationships. Under TPG Telecom, felix is a pioneering digital mobile service brand powered entirely by renewable energy and certified carbon neutral, focused on delivering simple, outstanding customer service while contributing positively to the environment by planting trees for every subscribed customer monthly.

Role Overview

As a Customer Support Advisor at felix, you will be an essential part of a professional team delivering exceptional support across digital platforms including live chat, email, and social media. Working in a dynamic, fast-paced setting with competing priorities and rotating shifts, your role is pivotal in maintaining an outstanding customer experience.

Key Responsibilities

• Provide efficient resolution of customer inquiries via asynchronous live chat, email, and voicemail, assisting several customers simultaneously.
• Engage with customers in a professional yet approachable manner, ensuring all written communications are friendly, with flawless spelling and grammar in alignment with the company’s tone of voice and care guidelines.
• Prioritize exceptional customer experience, evaluated through quality assurance, customer feedback surveys, first contact resolution, and various performance metrics.
• Exemplify the core values of felix in all interactions with both internal teams and external customers.

Candidate Attributes and Experience

• Strong customer-centric approach with a proactive, solution-focused mentality.
• Preferably over 12 months of experience in a customer service role.
• Good proficiency with PC applications and experience with web-based CRM platforms such as Freshworks, Salesforce, Zendesk, or Siebel is advantageous.
• Ability to type at a speed of at least 50 words per minute.

Employee Benefits

• Flexible hybrid working scheme combining home and office-based work.
• Access to complimentary mobile and NBN plans.
• Additional four days of personal leave annually, usable at your discretion.
• Opportunities for professional development through access to the TPG Learning Hub.
• Eligibility for corporate partner discounts.

Additional Information

We foster an inclusive environment encouraging all applicants regardless of whether they meet every qualification listed. Diversity and authenticity are valued and embraced within our community. TPG Telecom acknowledges the Gadigal People of the Eora Nation as traditional custodians of the land where this office is located in Barangaroo, New South Wales, Australia.