Customer Success Specialist - Sydney, Australia - TPG Telecom

TPG Telecom

Verified Company

Sydney, Australia

3 days ago

Posted by:

Olivia Brown

beBee Recruiter

Description

We've only just begun, but what a beginning. In a once in a generation moment, we've brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

This opportunity

The
Customer Success Specialist is responsible for the end to end user experience and service lifecycle of a customer(s) telecoms estate.

With a focus on personalised service management, improvement and development, the CSS will lead customer centric projects, provide spend analytics, conduct service reviews and support VIP escalation management.

As an account lead, the CSS will drive customer growth and new service/sales opportunities by developing close and meaningful relationships with their customer key stakeholders and truly understanding customer business objectives.

Responsibilities

To support allocated customer(s) on bespoke service requirements and national account teams, in the delivery of projects across customer onboarding / service delivery & billing / technical support
To proactively identify and implement personalised service enhancements, procedure improvements and governance plans, in line with allocated customer(s) requirements.
To support the allocated customer IT&T teams with all day to day activity and in life service
Provide effective whole of in life service for the allocated customer(s) including but not limited to catalogue management, provisioning, billing support, reporting, troubleshooting & customer escalations
Working cross functionally to develop deep, longterm "trusted partner" relationships between TPG Telecom and senior customer stakeholders
Educating allocated customers on TPG Telecom's products and services across the fixed, mobility and IoT product portfolios to ensure allocated customers achieve maximum value from their investments and drive increase in product usage adoption
Maintaining effective customer contact through regular structured meetings and delivering formal business performance reviews monthly/quarterly as required
Ability to design and implement new processes/ procedures whilst identifying new opportunities
Constructively challenges the status quo with a focus on customers and profitability
Employ a strong pragmatic approach to incident and event management, particularly under pressure. Lead the customer focus in all restorative and resolution activities in a collaborative manner across customer onboarding / service delivery / technical support issues and support driving any improvements

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Work location based on-site at customer's premises as required

Knowledge and experience

Proven relationship management skills within customer and cross functional team environments
Ability to deal with high pressure situations and changeable environments, flexibility, resilient and tenacious
Builds outstanding relationships with customers and peers alike. Forward looking with a holistic approach
Exposure or participation in business change business process improvement. Acute business commercial acumen and understanding of organizational issues and challenges
Excellent presentation, organisation and communication skills (written and oral)
Experienced in the development of customer facing reports
Emotional resilience, including the ability to work effectively and efficiently under pressure
Exposure to a sales environment within the IT&T industries is desirable
Exposure to a sales environment within a retail space is desirable
Understand technology and be able to discuss technical issues
Microsoft Office Suite, Salesforce & Siebel CRM software experience advantageous to the role

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 plan

- 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year

Access to TPG Learning Hub platform and internal development opportunities
Access to Corporate Partner Discounts

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
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