Customer Success Specialist

Bring your ‘you’ to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. We’re better and bolder together. Your Opportunity The Customer Solution Specialist is responsible for the end-to-end user experience and service lifecycle of a customer mobile solution. With a focus on personalised & dedicated service management, the CSS will lead customer centric projects, provide spend analytics, conduct service reviews and support VIP escalation management. The CSS will drive customer engagement and satisfaction for all servicing needs by developing close and meaningful relationships with their customer key stakeholders and truly understanding customer business needs and challenges. You’ll Make Impact By Providing effective whole of in life service for the allocated customer(s) including but not limited to catalogue management, provisioning, billing support, reporting, troubleshooting & customer escalations Proactively identifying and implementing personalised service enhancements, procedure improvements and governance plans, in line with allocated customer requirements Supporting the allocated customer IT&T teams with all day to day activity and in life service Working cross functionally to develop deep, long-term “trusted partner” relationships between TPG Telecom and senior customer stakeholders Educating allocated customers on TPG Telecom’s products and services across the mobility product portfolios to ensure allocated customers achieve maximum value from their investments and drive increase in product usage adoption Maintaining effective customer contact through regular structured meetings and delivering formal business performance reviews monthly/quarterly as required Providing subject matter expert consultation on service integration to customers, positioning Customer Solutions Management as a professional service Employing a strong pragmatic approach to incident and event management, particularly under pressure What You’ll Bring Proven relationship management skills within customer and cross functional team environments An ability to deal with high pressure situations and changeable environments, flexibility, resilient and tenacious with a propensity to persevere – ownership & drive for delivery Ability to build outstanding relationships with customers and peers alike, forward looking with a holistic approach Excellent presentation, organisation and communication skills (written and oral) Experience in the development of customer facing reports and data analysis Emotional resilience, including the ability to work effectively and efficiently under pressure in a service environment Exposure to a sales environment within the IT&T industries Understanding of technology and ability to discuss technical issues Experience with Microsoft Office Suite, Salesforce & Siebel/CRM software experience advantageous to the role What’s in it for you? Flexible 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 At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work – regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply – you might just be the perfect candidate for a similar role with us 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. #J-18808-Ljbffr