Customer Support Advisor (Hybrid)

About the role

We are looking for a Customer Support Advisor to join felix, the renewable‑powered telco brand of TPG Telecom. You will provide assistance to current, future and former customers through digital channels such as live chat, email and social media, working in a fast‑paced, rotating roster environment.

Key responsibilities

• Resolve customer enquiries via asynchronous live chat, email and voicemail follow‑up, handling multiple interactions simultaneously.
• Maintain a professional, friendly tone in all written communications, adhering to the brand’s tone‑of‑voice guidelines.
• Achieve quality targets measured by QA scores, customer surveys, first‑contact resolution and other KPIs.
• Represent felix values in every internal and external interaction.

Required profile

• Customer‑first mindset with a solution‑oriented, go‑get‑it attitude.
• At least 12 months of experience in a customer service environment (preferred).
• Advanced proficiency with PC applications (preferred).
• Typing speed of at least 50 words per minute.

Required skills

• Experience with web‑based CRM systems such as Freshworks, Salesforce, Zendesk or Siebel.
• Strong written communication skills, including excellent spelling and grammar.

What we offer

• Flexible hybrid working – a mix of home and office days.
• Free mobile plan through the “Stay Connected Mobile” programme.
• Free NBN connection via the “Stay Connected NBN” programme.
• Access to a broad selection of employee benefits.