Customer Support Specialist – Hybrid (Australia)

About the role

TPG Telecom is looking for a Customer Support Specialist to join its team in Australia. You will work collaboratively with internal teams to provide end-to-end lifecycle support for customers, handling calls and enquiries across a range of business needs. The role combines direct customer interaction with coordination of cross-functional stakeholders to ensure timely resolution.

Key responsibilities

• Deliver end-to-end customer support throughout the service lifecycle.
• Answer incoming calls and queries, aiming for first-contact resolution.
• Process requests and transactions efficiently while maintaining a high-quality customer experience.
• Escalate and collaborate with Billing, Sales, Finance, Operations, IT and vendors when issues cannot be resolved immediately, keeping customers informed.
• Provide accurate information on orders and customer needs.
• Manage workflow queues, mailboxes and escalation tickets in a prioritized manner.
• Contribute ideas for continuous improvement of the customer experience.

Required profile

• Previous customer service experience with a track record of meeting SLA targets.
• Ability to work under pressure and adapt to changing environments.
• Resilient, flexible and tenacious with a strong perseverance mindset.
• Excellent interpersonal and listening skills.
• Capability to build relationships with customers and colleagues.
• Effective workload prioritisation.

Required skills

What we offer

• Hybrid working model (home and office).
• Free high-speed NBN plan (up to 500 Mbps).
• Additional 4 days of flexible leave per year.
• Access to TPG Learning Hub and internal development opportunities.
• Corporate partner discounts.