In-Demand High net worth family Jobs in Middle Park, Vic

Customer Resolution Specialist
Superloop —Melbourne VIC
- On call
- Hybrid work
- Salesforce
- Analysis skills
- Communication skills
- Work from home
- Free food
13d
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- Full-time
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- Parental leave
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PWC Australia —Southbank VIC
- Microsoft Excel
- Organisational skills
- Communication skills
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- Internship
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Moray & Agnew Lawyers —Melbourne VIC
- Full-time
- Communication skills
- Health insurance
- Parental leave
Asset & Wealth Management, Private Wealth Advisor, Vice President, Melbourne/Sydney
Goldman Sachs —Melbourne VIC
- Full-time
- Management
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- Business development
- Travel reimbursement
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Intermediate Accountant
BG Private —Hawthorn VIC
- Full-time
- QuickBooks
- Leadership
- Communication skills
- Gym membership
- Free food
Business Services Senior Manager
Grant Thornton Australia —Melbourne VIC
- Full-time
- Finance
- Business
- Leadership
- Health insurance
- Work from home
Manager – Self Managed Super Funds (SMSF) – Business Advisory Services
Accru —Melbourne VIC
- Full-time
- Leadership
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- Wellness program
Experienced Business Services Senior Accountant - dual language
Grant Thornton Australia —Melbourne VIC
- Full-time
- Finance
- Accounting
- Work from home
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Manager
BG Private —Hawthorn VIC
- Full-time
- Management
- Team management
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- Free parking
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Business Services Manager
Grant Thornton Australia —Melbourne VIC
- Full-time
- Finance
- Business
- Leadership
- Health insurance
- Work from home
4d
Senior Accountant
BG Private —Hawthorn VIC
- Full-time
- Budgeting
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- Communication skills
- Gym membership
- Free food
Senior Accountant (Experienced) - Business Services
BDO —Melbourne VIC
- Full-time
- Supervising experience
- Health insurance
- On-the-job training
Senior Associate, Business Services
Grant Thornton Australia —Melbourne VIC
- $90,000 - $110,000 a year
- Full-time
- Business
Private Tax Manager | Melbourne
Deloitte —Melbourne VIC
- Master's degree
- Leadership
- On-the-job training
- Parental leave
Senior Manager | Private Tax & Advisory | Melbourne
Deloitte —Melbourne VIC
- Part-time
- Business
- Leadership
- Parental leave
Audit Manager | Manager | PwC Private
PWC Australia —Southbank VIC
- Communication skills
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Audit Senior Manager | Senior Manager | PwC Private
PWC Australia —Southbank VIC
- Management
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- Leadership
- Parental leave
Senior Private Banker
Westpac Group —Melbourne VIC
- Full-time
- Communication skills
1d

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Customer Resolution Specialist

Superloop -
Melbourne VIC

Apply Now

Job Details

13 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

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