Customer Success Specialist

Bring your ‘you’ to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. We’re better and bolder together.

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your opportunity:

The Customer Solution Specialist is responsible for the end-to-end user experience and service lifecycle of a customer(s) mobile solution. With a focus on personalised & dedicated service management, the CSS will lead customer centric projects, provide spend analytics, conduct service reviews and support VIP escalation management.

The CSS will drive customer engagement and satisfaction for all servicing needs by developing close and meaningful relationships with their customer key stakeholders and truly understanding customer business needs and challenges

You'll make impact by:

• Providing 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
• Proactively identifying and implementing personalised service enhancements, procedure improvements and governance plans, in line with allocated customer(s) requirements.
• Supporting the allocated customer IT&T teams with all day to day activity and in life service
• Working cross functionally to develop deep, long-term “trusted partner” relationships between TPG Telecom and senior customer stakeholders
• Educating allocated customers on TPG Telecom’s products and services across the mobility 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
• Providing subject matter expert consultation on service integration to customers, positioning Customer Solutions Management as a professional service
• Employing a strong pragmatic approach to incident and event management, particularly under pressure.

What you’ll bring:

• Proven relationship management skills within customer and cross functional team environments
• An ability to deal with high pressure situations and changeable environments, flexibility, resilient and tenacious with a propensity to persevere – ownership & drive for delivery
• Ability to build outstanding relationships with customers and peers alike/ Forward looking with a holistic approach
• Excellent presentation, organisation and communication skills (written and oral)
• Experience in the development of customer facing reports and data analysis
• Emotional resilience, including the ability to work effectively and efficiently under pressure in a service environment
• Exposure to a sales environment within the IT&T industries
• Understanding of technology and be able to discuss technical issues
• Experience with Microsoft Office Suite, Salesforce & Siebel/CRM software experience advantageous to the role

What's in it for you?

• 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

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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