Customer Resolution Specialist

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.