Customer Resolution Advisor

About the role

TPG Telecom is seeking a Customer Resolution Advisor to manage complex customer issues referred by our care agents. You will act as the bridge between customers and internal teams, ensuring each case is resolved fairly and efficiently while upholding our brand values.

Key responsibilities

• Handle escalated customer queries, applying negotiation and resolution techniques to achieve mutually satisfactory outcomes.
• Liaise with multiple departments and business stakeholders to gather information and drive case progress.
• Maintain accurate, concise notes of all customer interactions and update case records in the relevant systems.
• Communicate regularly with customers, keeping them informed of status and expected resolution timelines.
• Identify trending issues, escalate them appropriately, and contribute to continuous improvement initiatives.
• Promote relevant TPG products and services when they align with customer needs.

Required profile

• Strong judgment and communication skills, adhering to company policies and procedures.
• Ability to work independently in a high‑volume, fast‑paced environment.
• Resilience, a positive outlook, and a commitment to self‑improvement.
• Track record of meeting individual KPI targets.

Required skills

What we offer

• Hybrid work model (home and office).
• Free mobile plan and high‑speed NBN (up to 500 Mbps).
• Additional 4 days of discretionary leave per year.
• Access to TPG Learning Hub and internal development programs.
• Corporate partner discounts.