Remote Customer Resolution Specialist (FDV & High-Risk)

Superloop; Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexibility – Work from home 50% ofthe

Free Home Broadband

Free Mobile SIM plan

Lunch on Wednesdays, snacks, donuts

Diverse and inclusive culture

Gain skills and build relationships in

Job summary

Superloop is seeking a Customer Resolution Specialist in Melbourne to manage and resolve customer complaints, including FDV and high-risk escalations. The role covers inbound/outbound engagement, proactive problem-solving, and collaboration with internal teams to deliver timely resolutions.

You will handle urgent scenarios and work towards reducing repeat contacts while maintaining confidentiality and strong customer trust.

Qualifications

• 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).

Responsibilities

• 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.
• 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.
• 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.

Skills

Customer support

Empathy

Communication

Problem-solving

Root cause analysis

Cross-functional collaboration

Tools

Salesforce

Job description

Superloop is seeking a Customer Resolution Specialist in Melbourne to manage and resolve customer complaints, including FDV and high-risk escalations. The role covers inbound/outbound engagement, proactive problem-solving, and collaboration with internal teams to deliver timely resolutions.

You will handle urgent scenarios and work towards reducing repeat contacts while maintaining confidentiality and strong customer trust.