We are looking to hire, Digital Customer Care Representative Job at TPG Telecom AU
Digital Customer Care Representative Job
North Sydney, NSW 2060, Australia
Full time
About Company
Two of Australia's leading telecom companies, Vodafone Hutchison Australia and TPG, have partnered to form TPG Telecom Limited. TPG Telecom Limited owns the brands Vodafone, TPG, iiNet, Internode, Lebara, AAPT, and Felix among others. TPG Telecom is the second-largest telecoms company listed on the ASX. By combining a mobile network with an incredibly effective fixed line network, TPG Telecom Limited is enhancing connectivity in Australia. Position with TPG Telecom Australia as a Digital Customer Care Representative
A mobile plan with the name of Felix treats customers and the environment equitably. In addition to being 100% renewable energy-powered and certified carbon neutral, we plant a tree every month for each active client.
As a Care Team Agent for Felix, you will work with a team of subject matter experts to assist clients via digital channels like social media, live chat, and email. We are looking for those who put the needs of the customer before any other considerations. You will be a member of a small, close-knit team working out of our North Sydney office.
Job Responsibilities
- 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.
Job Requirements
- 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.APPLY NOW
