Customer Resolutions Specialist

3 weeks ago

Melbourne, Victoria, Australia Superloop Full time

Job Title: Customer Resolutions Specialist

Job Summary: We are seeking a highly skilled Customer Resolutions Specialist to join our team at Superloop. As a key member of our Consumer unit, you will be responsible for delivering exceptional customer experiences through effective issue resolution and complaint management.

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.

Requirements:

  • Previous experience in case resolution and complaints management is highly regarded;
  • Proficiency in high-volume call centre environments;
  • Strong written and verbal communication skills, including negotiation and conflict resolution;
  • Excellent time management skills, with the ability to work effectively under pressure;
  • Experience in identifying risks, improving processes, and implementing pragmatic solutions;
  • Advanced critical thinking and problem-solving abilities;
  • Objectivity and evidence-based decision-making in complaint resolution;
  • High attention to detail and accuracy in recording dispute details;
  • The ability to work calmly when presented with ambiguous circumstances that may present with sensitive or highly emotive complainants;
  • Ability to operate effectively in complex environments, prioritise tasks, and organise workload;
  • Passion for delivering exceptional customer service with empathy and professionalism.

What We Offer:

  • Opportunities for career progression and professional development;
  • Flexible work arrangements to support work-life balance (3 days in the office, 2 days WFH);
  • FREE Home internet: You work for an ISP; you should get access to our network for free;
  • FREE Mobile: You can get free 4G Plus by signing up;
  • Generous Professional Development Policy: Up to $1,500 per person per annum;
  • Salary Sacrifice/Packaging;
  • FREE Flu shots.

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