In-Demand Complaints resolution specialist Jobs in Melbourne Vic

Customer Resolution Specialist
Superloop —Melbourne VIC
- On call
- Hybrid work
- Salesforce
- Analysis skills
- Communication skills
- Work from home
- Free food
11d
External Dispute Resolution Specialist
Latitude Financial Services —Melbourne VIC
- Full-time
- Hybrid work
- Analysis skills
- Financial services
- AI
- Work from home
6d
Complaints Officer
Link Group —Docklands VIC
- Management
- Analysis skills
- Organisational skills
- Parental leave
- Employee assistance program
Customer Experience Specialist
Asahi Beverages —Melbourne VIC
- Full-time
- Customer service
- Salesforce
- Data entry
4d
Desktop Home Assessor
Auto & General Holdings —Sunshine VIC
- Organisational skills
- Time management
- Parental leave
- Gym membership
Quick Apply
Customer Relations Case Manager - Dispute Resolution
Rinnai Australia —Melbourne VIC
- Hybrid work
- Microsoft Office
- Organisational skills
- Communication skills
5d
Senior Dispute Resolution Specialist - Superannuation
AFCA —Melbourne VIC
- Full-time
- Hybrid work
- Analysis skills
- Organisational skills
- Communication skills
Quick Apply
Customer Support Specialist
HUB24 —Melbourne VIC
- Full-time
- Management
- Sales
- Customer service
Senior Integrity Investigator, Audit, Risk and Integrity
Department of Health —Melbourne VIC
- $116,413 - $140,849 a year
- Full-time
- Recruiting
10d
Patient Access Officer
OHV —Carlton VIC
- $58,643 a year
- Full-time
- Customer service
- Microsoft Office
- Administrative experience
- Commuter assistance
- Employee assistance program
Manager, Governance and Integrity
Department of Government Services —Melbourne VIC
- $142,790 - $191,084 a year
- Full-time
- Administrative experience
- Leadership
5d
Senior Workplace Relations Lead
Victoria Police —Melbourne VIC
- $142,790 - $166,938 a year
- Full-time
- Case management
- Communication skills
12d
Senior Lead, Australia Escalations Support (Square & Afterpay)
Block, Inc. —Melbourne VIC
- Remote
- Management
- Analysis skills
- Financial services
- Health insurance
Lending Team Leader
RACV —Noble Park VIC
- Full-time
- Hybrid work
- Sales
- Customer service
- Leadership
10d
Part Time/Full Time Practice Manager
Rooms with Style —Camberwell VIC
- $42 - $46 an hour
- Part-time
- Management
- Customer service
- Organisational skills
Quick Apply
Medical Director - Breast Service
Peter MacCallum Cancer Centre —Parkville VIC
- Up to $11,660 a year
- Part-time
- Medicine
- Management
- Research
8d
Manager, AI Governance
Australian Financial Complaints Authority —Melbourne VIC
- Full-time
- Hybrid work
- AI
- Communication skills
3d
Manager, AI Governance
AFCA —Melbourne VIC
- Full-time
- Hybrid work
- AI
- Communication skills
Quick Apply
3d
Senior Manager, People Partnering, Customer Experience and Operations
AFCA —Melbourne VIC
- Full-time
- Hybrid work
- Human resources
- Financial services
- AI
Quick Apply
11d
Worker's Compensation Technical Manager - 12 month FTC
DXC Technology —Melbourne VIC
- Full-time
- Microsoft Office
- Analysis skills
- Case management
- Parental leave
- Employee assistance program
1d

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Customer Resolution Specialist

Superloop -
Melbourne VIC

Apply Now

Job Details

11 days ago

Benefits

Work from home
Free food

Qualifications

Salesforce
Analysis skills
Telecommunication
Communication skills

Full Job Description

Company Overview

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses. We enable challenger retail brands (including Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop provides connectivity and services to customers in three segments of the market: Consumer, Business and Wholesale. Our offerings leverage Superloop’s investments in physical infrastructure assets that include 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 every day for their connectivity needs.

Visit www.superloop.com to learn more.

Role Purpose

The Customer Resolution Specialist role is pivotal in managing and resolving customer complaints effectively, including escalations from vulnerable customers and individuals impacted by Family and Domestic Violence (FDV), as well as High Net Worth Individual (HNI) escalations. This role focuses on proactively identifying and resolving ongoing unresolved customer issues, improving customer experience, reducing repeat contacts, and building trust and brand loyalty.

The role includes handling inbound and outbound interactions, including high-risk and emergency situations, with professionalism, discretion, and empathy.

Key Responsibilities

Complaints Management

Handle Superloop product complaints across multiple channels, in line with regulatory and company complaint handling policies.
Engage with customers empathetically, with particular attention to FDV-affected and vulnerable customers.
Maintain accurate and confidential case notes and adhere to privacy protocols.
Liaise with internal teams to expedite resolution and ensure timely customer feedback.
Monitor complaint trends to identify recurring issues and suggest process improvements.
Escalate complex or high-risk complaints when required, following through until resolution.

Inbound and Outbound Customer Engagement

Conduct inbound and outbound calls for vulnerable customers, including FDV or emergency situations.
Manage 000 emergency outbound calls where necessary.
Handle complaints and TIO escalations through inbound and outbound channels.
Manage financial hardship cases with sensitivity, both inbound and outbound.
Provide empathetic support and resolution for high-risk customer scenarios.

Proactive Solutions Handling

Address repeat caller concerns with ownership and proactive problem-solving.
Investigate root causes behind repeated contacts or unresolved issues.
Coordinate with internal teams (tech, provisioning, billing) to implement permanent fixes.
Document cases thoroughly and ensure end-to-end closure with customer satisfaction.
Track recurring issues and provide insights for systemic improvements.
Reduce call centre volume by resolving issues before repeat contact occurs.

Qualifications and Experience

3+ years in a customer support or complaints resolution role within the telecommunication industry.
Experience handling FDV or vulnerable customers is highly regarded.
Strong interpersonal and communication skills, with a high level of empathy.
Ability to manage emotionally charged conversations and resolve conflict.
Strong analytical and problem-solving skills.
Experience in root cause analysis and cross-functional collaboration.
Familiarity with Salesforce ticketing systems and complaint handling tools (desired)

Key Attributes

Empathetic and customer-focused.
Proactive mindset with strong ownership.
High attention to detail and accuracy.
Resilient and composed under pressure.
Ethical and respectful of confidentiality.

On Offer

Flexibility – Work from home 50% of the time
Free Home Broadband
Free Mobile SIM plan
Lunch on Wednesdays, snacks, donuts and more!
Diverse and inclusive culture
Gain skills and build relationships to succeed in the telco and tech industries, at Superloop and beyond.

Roster rotations run Monday to Sunday, with standard operating hours from 8:00 am to 8:00 pm. This may include 24-hour on-call shifts while on duty, so candidates must be comfortable with flexible hours and handling emergency calls outside typical operating times.

At Superloop, we’re dedicated to creating a supportive and inclusive workplace where everyone feels safe, valued, and empowered to be who they are. We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members. As an equal opportunity employer, we welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability. We’re committed to ensuring that our hiring processes are accessible and inclusive for everyone interested in joining Superloop.

Apply Now

Refine Your Search

complaints resolution specialist jobs in melbourne vic

Customer Resolution Specialist

External Dispute Resolution Specialist

Complaints Officer

Customer Experience Specialist

Desktop Home Assessor

Customer Relations Case Manager - Dispute Resolution

Senior Dispute Resolution Specialist - Superannuation

Customer Support Specialist

Senior Integrity Investigator, Audit, Risk and Integrity

Patient Access Officer

Manager, Governance and Integrity

Senior Workplace Relations Lead

Senior Lead, Australia Escalations Support (Square & Afterpay)

Lending Team Leader

Part Time/Full Time Practice Manager

Medical Director - Breast Service

Manager, AI Governance

Manager, AI Governance

Senior Manager, People Partnering, Customer Experience and Operations

Worker's Compensation Technical Manager - 12 month FTC

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