In this exciting prospect you will use your developed negotiation and resolution skills for case management and resolving complex customer issues (as referred to you by customer care agents). A key part of this role is to liaise with other departments and business stakeholders, focuses on identifying and supporting customers experiencing vulnerability, including but not limited to those affected by domestic and family violence, disability, age-related needs, mental health concerns, or financial hardship and providing on-the-spot solutions.

Knowledge and Experience:

- Exercise independent judgement and provide effective communication in accordance with company policy and procedures with the aim of providing mutually satisfactory final resolutions to escalated customer queries.

- Provide quality and accurate information when handling customer enquiries including concise notes of customer contact.





- Take ownership and keep the customer informed of the progress of resolution efforts within the required time frames and ensure follow up if the resolution extends beyond.

- Use appropriate systems and support tools in providing consistent customer solutions and experience.

- Identify customer needs and promote relevant products and services to suit those needs.

- Effectively liaise with other areas of the business and key stakeholders.

- Escalate trending complaints.

- Help vulnerable customers select suitable products and services, recommend devices or plans based on accessibility or safety needs, and set up essential features such as account PINs, emergency contacts, or data restrictions

- Be the expert in accessibility features across a range of devices (e.g. screen readers, hearing aid pairing, text and display adjustments)

- Act as a point of support for the Resolutions Team and Frontline agents coaching through sensitive customer situations and appropriate escalation pathways

📌 Customer Support Advisor (City of Sydney)
🏢 Tpg Telecom
📍 City of Sydney