Address
Form of workTwo of Australia’s leading telecommunication companies, Vodafone Hutchison Australia and TPG, have come together to form TPG Telecom Limited. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, ii
Net, Internode, Lebara, AAPT and felix. As the second largest telecommunications company listed on the ASX, TPG Telecom has a strong challenger spirit and a commitment to delivering the best services and products to our customers. We are driving competition and choice for businesses and consumers across Australia.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.
ResponsibilitiesExercise 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…
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