Digital Customer Care Representative

Two of Australia’s leading telecommunication companies, Vodafone Hutchison Australia and TPG, have come together to form TPG Telecom Limited. TPG Telecom Limited has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and Felix. TPG Telecom is the second largest telecommunications company listed on the ASX. Combining a mobile network and a fixed line network delivering exceptional performance, TPG Telecom Limited is connecting Australia for the better.

Felix is a mobile plan that does right by customers by doing right by the planet. We’re certified carbon neutral, powered by 100% renewable electricity and we plant a tree a month for every active customer.

As a Care Team Agent for felix you will work as part of a team of experts to deliver support to customers over digital channels, including social media, live chat and email. We are looking for people who are customer-first and think outside the box. You will work with a small close-knit team based in our North Sydney head office.

Key Responsibilities and Tasks:

• Providing amazing customer service over digital channels to new and existing customers.
• Building rapport and problem solving over Live chat, email and social media platforms.
• Ensuring a focus on exceptional customer experience as measured through customer service surveys, First Contact Resolution rate, and a range of customer focused KPI’s.
• Helping to identify trends by capturing reasons for contact and updating resolutions within ticketing system.
• Overcoming objections, addressing complaints, and escalating issues as they arise.
• Troubleshooting mobile services enquiries.
• Being an advocate for your customers.

Knowledge & Experience Requirements:

Customer Service:

• Experience working in the customer service space, directly interacting with customers, preferably over a range of digital channels including social media.
• You’re empathetic, patient and understanding in how you support customers who need your help.
• Strong prioritisation skills and ability to multi-task with agility.
• Proven ability to take ownership and maintain accountability across customer interactions.

Communication:

• High level of comfort with digital technologies, preferably having worked with a customer relationship management (CRM) tool like Salesforce, Freshdesk, Zendesk or similar.
• Exceptional written communication, delivered with speed and accuracy.

When it comes to the values & culture;

• You’re flexible and adaptable for when things change in the workplace.
• You’re comfortable working in a start-up environment, including rolling up your sleeves and helping the rest of your team when needed.

We’re a 7 day a week operation, and you may be required to work weekends. Shifts cover the hours between 8am - 8pm (Monday Friday) and 9am - 6pm (Weekends).

Our TPG Telecom Spirit

We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. You will join a supportive company that is diverse and inclusive, and celebrates what makes our employees different, as well what brings us together. We want you to bring your true self to work, and to feel like your contribution matters. We encourage ambition in everything we do, from telco solutions to customer experience, to community impact. You will have real opportunities to take charge and take control.

Bolder and better together!

Don’t meet every single requirement? Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!

We’re all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless. You may just be the right candidate for this or perhaps another similar role with us.

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