Customer Resolution Advisor - City of Hobart - TPG Telecom

    TPG Telecom
    TPG Telecom City of Hobart

    4 days ago

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    Description

    The Case Management and Resolution role offers a unique opportunity to utilize your negotiation and resolution skills in resolving complex customer issues.

    You will work closely with other departments and stakeholders while maintaining open communication with customers, ensuring mutually beneficial resolutions align with company policies.

    To succeed in this position, you must be able to calmly resolve intricate queries by identifying core problems and providing tailored outcomes that promote brand loyalty.

    Key Responsibilities:

    • Exercise independent judgment and communicate effectively according to company policy and procedures to achieve satisfactory final resolutions for escalated customer inquiries.
    • Provide accurate and concise information when handling customer inquiries, including detailed notes of customer interactions.
    • Maintain timely progress updates with customers and ensure follow-up as needed for extended resolutions.
    • Utilize appropriate systems and tools to deliver consistent customer experiences.
    • Identify customer needs and recommend relevant products or services.
    • Foster strong relationships with internal teams and key stakeholders.
    • Elevate recurring complaints.
    • Achieve individual performance targets aligned with KPI requirements.
    • Cultivate self-improvement and ongoing learning.
    • Display resilience and adaptability in high-volume, fast-paced environments.

    Required Skills and Experience:

    • Contact center or telecommunications experience is preferred.
    • Demonstrate attention to detail, excellent communication skills, and a strong focus on customer resolution.
    • Show creativity in finding solutions within established guidelines.
    • Possess exceptional relationship-building abilities and rapport-establishing skills.
    • Be a self-motivated individual who can manage and prioritize tasks efficiently.
    • Effectively engage multiple stakeholders to find resolutions for customers.
    • Proficient in Microsoft Office and possess excellent written and verbal communication skills.
    • Empathize with customers, understanding their needs, and provide balanced business and customer-focused resolutions.
    • Interact harmoniously with individuals from diverse backgrounds, recognizing one's impact on others.

    Benefits and Advantages:

    • Flexible hybrid work arrangement (home and office).
    • 'Stay Connected Mobile' – complimentary mobile plan access.
    • 'Stay Connected NBN' – complimentary NBN 100 plan access.
    • Lifelong learning opportunities through LinkedIn Learning and Vodafone Learning platforms.


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