Customer Resolution Professional

1 month ago

Melbourne, Victoria, Australia Superloop Full time
About Us

Superloop, a leading Australian telecommunications provider, is committed to delivering exceptional customer experiences. As part of our journey to enable better internet for homes and businesses, we're seeking a skilled Customer Resolution Professional to join our Consumer Unit team.

Job Summary

We're looking for an experienced professional to take on a challenging role in resolving customer complaints in a timely and effective manner. As a Customer Resolution Professional, you will work closely with various departments to investigate and implement solutions to customer issues, ensuring that all relevant stakeholders are kept up to date throughout the process.

Main Responsibilities
  1. Resolve Escalated Complaints: Respond promptly and professionally to escalated customer complaints, identifying root causes and implementing effective solutions within agreed timeframes.
  2. Collaborate with Departments: Work closely with various departments to conduct thorough investigations into customer complaints and develop solutions that meet both customer and business needs.
  3. Negotiate Outcomes: Negotiate mutually beneficial outcomes for customers and the business, considering regulatory and internal dispute resolution frameworks.
  4. Manage Complaints: Effectively manage complaints and escalations through to resolution and remediation, including handling Telecommunications Industry Ombudsman (TIO) complaints.
Key Deliverables
  • Timely Resolution: Resolve internal and external complaints in a timely manner.
  • Comprehensive Records: Maintain detailed records of all communication and actions taken for future reference and regulatory compliance.
  • Collaboration: Collaborate with internal stakeholders to achieve successful customer resolutions.
Requirements
  • Experience: Previous experience in case resolution and complaints management is highly regarded.
  • Communication Skills: Strong written and verbal communication skills, including negotiation and conflict resolution.
  • Time Management: Excellent time management skills, with the ability to work effectively under pressure.
Benefits
  • Competitive Salary: A competitive salary of $80,000 - $100,000 per annum, depending on experience.
  • Flexible Work Arrangements: Flexible work arrangements to support work-life balance (3 days in the office, 2 days WFH).
  • Professional Development: Opportunities for career progression and professional development.
  • Bonus Scheme: Eligibility for a bonus scheme based on individual performance and company targets.

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