3d ago , from Illawarra Mercury Job Board

Job Description

Access to a great selection of benefitsHybrid working arrangement, mix of working from home and the officefelix is the newest brand to emerge under the TPG Telecom business

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?

Who is felix?

felix is Australia’s first telco to be powered by 100% renewable electricity and carbon neutral certified. felix was created to deliver a digital mobile service that starts conversations – through radical simplicity, outstanding customer service and having a positive impact on our planet. We offer three great value mobile phone plans purchased through our digital native app first journey. We also plant a tree for every customer, each month they are subscribed.

Your opportunity:

As our valued Customer Support Advisor, you will play a vital role. You will work as part of a team of experts to deliver support to future, existing and former customers over digital channels, including live chat, email, and social media. The felix Customer Support Advisor operates in a fast-paced, dynamic environment with multiple competing demands,



operating in a rotating roster environment.

You’ll make impact by:

- Resolve customer enquiries over asynchronous live chat, email, voice mail follow-up, helping multiple customers at the same time
- Maintain a professional but relaxed and friendly engagement with customers during interactions, ensuring written communication consistently demonstrates a professional and friendly tone, maintaining excellent spelling and grammar, in line with our guides on tone of voice guide the ways we care
- Ensure a focus on exceptional customer experience as measured through quality assurance, customer service surveys, first contact resolution rate, and a range of customer-focused KPIs
- Embody the felix values when communicating with internal or external parties

What you’ll bring:

A customer-first mindset, with a go-getter attitude, focused on solutions, not problems – required

Ideally, you will also have:

12 months+ working in a Customer Service environment – preferred

Advanced understanding of PC applications – preferred

Experience using web-based CRM systems (e.g. Freshworks, Salesforce, Zendesk, Siebel) – preferred

Typing speed of at least 50 words per minute

What's in it for you?

- Adaptable 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

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.

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