Customer Resolutions Specialist

1 month ago

Adelaide, South Australia Superloop Full time
Job Description

Business Unit Overview

The Consumer unit is the face of our retail brand, dedicated to delivering on our customer promise: super-fast, super-reliable, and super-easy internet access for all Australian homes. As a part of the Consumer unit, you will bring together systems, processes, and people to deliver this experience across customer touchpoints and the customer lifecycle.

Our contact center is committed to creating a positive customer experience through the availability and continuity of our services and engagements with customers.

Role Purpose

Our Customer Resolutions Representatives are responsible for finding mutually positive outcomes for the business and customer, ensuring that the root cause of issues is identified and mitigated.

Key Responsibilities

  • Respond to and resolve escalated complaints within agreed timeframes.
  • Collaborate with various departments to conduct thorough investigations into complaints and implement effective solutions.
  • Negotiate outcomes that consider the needs of both customers and the business within regulatory and internal dispute resolution frameworks.
  • Manage complaints and escalations through to resolution and remediation, including handling Telecommunications Industry Ombudsman (TIO) complaints.
  • Investigate, resolve, and report on all customer complaints and unresolved queries.
  • Conduct root cause analyses to identify underlying issues and recommend process improvements.
  • Draft and peer-review investigation reports, audits, and reviews.
  • Continuously identify opportunities to enhance internal complaint procedures.
  • Ensure adherence to company policies and procedures, including the complaint resolution process.
  • Act as the main point of contact, liaising with both customers and operational staff to ensure that all relevant stakeholders are kept up to date with the progress of complaints and unresolved matters.
  • Manage social media interactions, providing prompt and informative responses.

Key Deliverables

  • Timely resolution of internal and external complaints.
  • Maintain detailed records of all communication and actions taken for future reference and regulatory compliance.
  • Contribution to effective issue resolution through practical problem-solving.
  • Collaboration with internal stakeholders for successful customer resolution.
  • Participation in complaint procedure enhancements.
  • Escalation of root causes and recommendations for prevention.
  • Providing constructive feedback to the business based on complaint analysis.
  • Comprehensive, impartial, and empathetic dispute resolution.
  • Demonstration of personal attributes such as self-awareness, empathy, and resilience.
  • Knowledge of relevant products, systems, compliance standards, and industry regulations.
  • Management of social media interactions with a focus on exceptional customer service.
  • Ensure all Superloop policies and procedures, including the customer complaint process, are followed and adhered to.
  • Act as the main point of contact, liaising with both customers and operational staff to ensure that all relevant stakeholders are kept up to date with the progress of complaints and unresolved matters.

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