Customer Support Specialist

About TPG Telecom

TPG Telecom is driven by a vision to enhance the lives of Australians through meaningful connections and community support. As a leading provider of mobile and internet services in Australia, we are transforming the telecommunications industry and you can be an essential part of this journey.

Role Overview

As a Customer Support Specialist, you will collaborate with multiple internal teams to deliver exceptional support tailored to the specific needs of our business customers. Your role will involve managing incoming queries, resolving issues efficiently, and ensuring customers receive timely and accurate assistance related to their orders and services.

Key Responsibilities

• Respond promptly and effectively to incoming calls and customer queries, striving to address concerns fully during the first contact.
• Deliver comprehensive customer support throughout the entire service lifecycle.
• Efficiently handle all customer requests and transactions, ensuring a superior experience.
• When immediate resolution is not feasible, work closely with stakeholders such as Billing, Sales, Finance, Operations, IT, and vendors to resolve issues while keeping customers updated.
• Maintain accurate communication and information regarding customer orders and requirements.
• Manage workflows, mailboxes, and escalation tickets in an organized and prioritized way.
• Contribute actively towards continuous improvement initiatives to enhance customer experiences.

Qualifications and Attributes

• Experience in customer service with a track record of resolving calls and requests within agreed service level agreements.
• Background in telecommunications industry is advantageous.
• Capability to remain composed and adaptable under pressure and in changing environments.
• Demonstrate resilience, flexibility, and determination to persist through challenges.
• Strong interpersonal skills to build connections with customers and colleagues alike.
• Excellent listening skills and communication abilities.
• Effective prioritization and workload management skills.

Benefits and Perks

• Flexible hybrid working arrangement combining remote and office-based work.
• Access to a complimentary high-speed NBN plan offering speeds up to 500 Mbps.
• Additional 4 days of leave annually that can be taken at your discretion.
• Opportunities for learning and development via the TPG Learning Hub platform.
• Access to exclusive corporate partner discounts.

Diversity and Inclusion

We support a culture that welcomes authenticity and diversity. If your qualifications differ slightly from those listed but you believe you’re a strong fit for this role or similar positions, we encourage you to apply.

Additional Information

TPG Telecom acknowledges the Gadigal People of the Eora Nation as the traditional custodians of the lands on which our office premises are situated in Barangaroo.
We request no unsolicited resumes or contact from recruitment agencies, and we do not accept responsibility for related fees.