Customer Resolution Advisor

Description:

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.
The application process for this role begins with a brief digital interview to help us get to know you a little better.
If you are successful in the interview process the start date will be the 28th April 2025.
Responsibilities
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 queriesProvide quality and accurate information when handling customer enquiries including concise notes of customer contactTake 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 beyondUse appropriate systems and support tools in providing consistent customer solutions and experienceIdentify customer needs and promote relevant products and services to suit those needsEffectively liaise with other areas of the business and key stakeholdersEscalate trending complaintsAchieve individual targets in line with KPI requirementsDisplay a commitment to self-improvement and continual learningDisplay resilience and ability to work in a high volume, fast paced environment with a positive outlook on continual change.
Knowledge and experience
Contact centre experience and / or telecommunications experience is preferredProven attention to detail, excellent communication skills, and a strong customer resolution focusThe ability to think outside the box providing creative solutions that adhere to company policy and proceduresExcellent relationship management skills with the ability to build rapport quicklySelf-starter with the ability to manage and prioritise own workload in a timely mannerAbility to effectively engage multiple stakeholders to source resolutions for customersStrong Microsoft Office skillsExcellent verbal and written communication skillsEmpathetic in manner, able to accurately identify customer needs and provide appropriate information or resolutions which balance both business and customer’s needsAble to relate effectively with others regardless of age, gender, cultural background with an awareness of own impact on others.
Benefits and perks
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 NBN 100 planAccess to LinkedIn Learning and Vodafone Learning platforms
We are committed to attracting, developing and retaining the best people by offering a flexible, diverse and inclusive workplace where hard work is truly rewarded. You will have access to fantastic benefits, including generous leave policies, leadership development programs and opportunities to grow your career. You’ll be faced with loads of variety where no two days are ever the same in a collaborative workspace that helps drive innovation.
Interested? We are excited to hear from you!
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