Customer Resolutions Representative Full-time

4 weeks ago

Melbourne, Australia Superloop Full time

Company Description

Having recently achieved a huge milestone in joining the ASX 300 Index, Superloop’s journey is only getting started. This could not have been achieved without the hard work and dedication of our people. 

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands (including our own Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. 
 

Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel everyday for their connectivity needs. 
 

Visit www.superloop.com to learn more.  

Job Description

Business Unit Overview

The Consumer unit is the face of our retail brand that is committed 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 that deliver this experience across the customer touchpoints and customer lifecycle. The Superloop and Exetel Teams are the face of our retail connectivity brand. Our contact center is committed to creating a positive customer experience through the availability and continuity of our services, and with the engagements we have with our customers. The team is the engine room of our residential brand, enabling growth through team development, continuous process improvement, and industry-leading customer service.

 As a customer focused team, we deliver solutions to our customers through rigorous technical understanding of our products and exemplifying superior customer service skills in every interaction.

Role Purpose

Our Customer Resolutions Representatives are responsible for finding mutually positive outcomes for the business and customer, while 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 are 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;

Qualifications

Experience

  • 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.

Additional Information

Join us…become a “Superlooper”… here are some of our Super Work Perks 

  • 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. 

Apply today 

Employment offer will be subject to satisfactory mandatory compliance checks including National Criminal History Check, employment reference checks and required identity checks. 

For your application to be considered, you will require full working rights in Australia. 

Thank you for your interest in the position. Please note that only short-listed candidates will be contacted.

Job Location

I'm interestedI'm interested
Privacy Policy

  • Representative - Service Resolution

    5 months ago

    Melbourne, Australia Live Nation Full time

    Job Summary: **JOB DESCRIPTION - Representative - Service resolution** Location: Melbourne AU Division: Ticketmaster AU-NZ Contact Centers Line Manager: Manager, Fan Experience Contract Terms: Permanent, 38 hours (AU) **THE TEAM** Ticketmaster is doing something special. We are bringing together a Team of Experts to give our customers an experience...

  • Customer Resolutions Specialist

    4 weeks ago

    Melbourne, Victoria, Australia Superloop Full time

    Job DescriptionAs a Customer Resolutions Representative at Superloop, you will play a crucial role in delivering exceptional customer experiences. Your primary responsibility will be to resolve customer complaints in a timely and professional manner, ensuring that our customers receive the best possible service.Key Responsibilities:Respond to and resolve...

  • Full Time Sales and Customer Service Representative

    7 days ago

    South Melbourne, Victoria, Australia Beacon Lighting Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Full Time Sales and Customer Service Representative in our South Melbourne store.

  • Customer Service Representative

    2 weeks ago

    Melbourne, Victoria, Australia Symmetry Human Resources Group Pty Ltd Full time

    Are you looking to leverage your communication and problem-solving skills in a dynamic collections environment? Symmetry Human Resources Group Pty Ltd is seeking a skilled Customer Service Representative to join their team as a Collections Officer. As a Collections Officer, you will be responsible for responding to customer inquiries, updating customer...

  • Sales Associate

    6 months ago

    Melbourne, Australia Berluti Australia Pty Ltd Full time

    **ABOUT THE ROLE** The Full-Time Sales Associate plays an integral role in overall store’s success. Reporting to the Store Manager/Store In-charge, the Full-Time Sales Associate is responsible for: - Represent the Brand towards the customers and collaborate in achieving the quantitative and qualitative objectives for the store. - Induce customer...

  • Customer Service Representative

    2 weeks ago

    Melbourne, Victoria, Australia The Good Guys Full time

    About UsThe Good Guys is a leading Australian retailer driven by a purpose to help families live better for less. With over 3,500 employees and a network of over 100 stores, we deliver a positive multi-channel customer experience through effective order fulfilment and issue resolution.Our TeamOur Customer Solutions team is a diverse, collaborative, and...

  • Dispute Resolution Specialist

    3 weeks ago

    Melbourne, Victoria, Australia Gallagher Full time

    About the RoleWe are seeking a dedicated professional to join our Workers Compensation team as a Dispute Resolution Officer. In this role, you will be responsible for representing Gallagher Bassett throughout the conciliation process, ensuring fair outcomes for workers compensation disputes.Key ResponsibilitiesUndertake tasks associated with reconsiderations...

  • Customer Resolutions Specialist

    4 weeks ago

    Melbourne, Victoria, Australia Superloop Full time

    Job Title: Customer Resolutions SpecialistJob 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...

  • Customer Resolution Specialist

    3 weeks ago

    Melbourne, Victoria, Australia Superloop Full time

    Job Title: Customer Resolution SpecialistJob Summary: We are seeking a highly skilled Customer Resolution Specialist to join our team at Superloop. As a key member of our Consumer unit, you will be responsible for finding mutually positive outcomes for our customers and the business, while ensuring that the root cause of issues is identified and...

  • Consumer Relations Representative

    1 week ago

    Melbourne, Victoria, Australia Group Finance Full time

    Your Key RoleWe are seeking an exceptional Consumer Relations Representative to provide timely and professional responses to consumer contacts via phone, email, social media, and mail.This role involves taking ownership and responsibility for the satisfactory resolution of consumer contacts, ensuring they align with our company policies and processes.Key...

  • Dispute Resolution Specialist

    4 weeks ago

    Melbourne, Victoria, Australia Gallagher Bassett Full time

    About the RoleWe are seeking a highly skilled and experienced Dispute Resolution Specialist to join our Workers Compensation team at Gallagher Bassett. As a key member of our team, you will be responsible for representing the company throughout the conciliation process, determining fair outcomes for workers compensation disputes.Key...

  • Customer Service Representative

    1 week ago

    North Melbourne, Victoria, Australia VISY Full time

    Customer Service RepresentativeVisy is a leader in the recycling industry, and we're seeking a skilled Customer Service Representative to join our team.Deliver exceptional customer service through effective issue resolutionBuild strong relationships with internal and external stakeholdersProvide timely and accurate information to customersAs a Customer...

  • Customer Service Representative

    4 weeks ago

    Melbourne, Victoria, Australia Suburban Rail Loop Authority Full time

    We are seeking a skilled Customer Service Representative to join our team at Suburban Rail Loop Authority. As a key point of contact for our customers, you will be responsible for handling inbound queries, providing timely and relevant information, and managing feedback and concerns.About the Role:As a Customer Service Representative, you will be the primary...

  • Customer Service Representative

    5 months ago

    Port Melbourne, Australia Melt Executive Full time

    Our client is a leading provider of equipment solutions, specialising in inspection equipment across various industries globally. The company is currently seeking a motivated individual to join their team as a Customer Support Representative for the Australia & New Zealand region. Key Responsibilities: - Log new customer service requests and manage their...

  • Dispute Resolution Specialist

    2 weeks ago

    Melbourne, Victoria, Australia Gallagher Full time

    OverviewGallagher, a leader in providing career development opportunities, is seeking a Dispute Resolution Officer to join its Workers Compensation team.This role will be responsible for representing the company throughout the conciliation process, determining fair outcomes for workers compensation disputes.You'll meet with injured workers, conciliators,...

  • Dispute Resolution Officer

    5 months ago

    Melbourne, Australia EML Full time

    EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our...

  • Dispute Resolution Officer

    5 months ago

    Melbourne, Australia EML Group Full time

    Dispute Resolution Officer EML is a leading **Workers Compensation** and **Personal Injury Claims Management** business. Our goal is to help people get their lives back through **ongoing support during their return-to-work journey**. We continue to experience ongoing growth and now have over **4,000 dedicated employees**. We foster a learning culture that...

  • Customer Resolution Specialist

    2 weeks ago

    Melbourne, Victoria, Australia Superloop Full time

    Enabling Better Internet for Australian Homes and BusinessesAt Superloop, we're committed to delivering on our customer promise: Super-fast, Super-reliable, and Super-easy internet access for all Australian homes. As a key member of our Consumer unit, you'll play a vital role in bringing together systems, processes, and people to deliver this experience...

  • Dispute Resolution Specialist

    4 weeks ago

    Melbourne, Victoria, Australia Gallagher Bassett Full time

    About the RoleWe are seeking a skilled Dispute Resolution Specialist to join our Workers Compensation team at Gallagher Bassett. In this role, you will be responsible for representing the company throughout the conciliation process, determining fair outcomes for workers compensation disputes.You will work closely with injured workers, conciliators, panel...

  • Customer Resolutions Specialist

    5 months ago

    Melbourne, Australia Axsys Full time

    Hi! And thanks for stopping by! - We’re MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand! As the #originalstartup, our roots are in finance and accounting software, but today we are so much more. We help our Aussie and Kiwi customers unleash their full potential, giving them the tools to...