Customer Resolution Specialist

About the role

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.

Key responsibilities

• Handle Superloop product complaints across multiple channels in line with regulatory and company policies.
• Engage with customers empathetically, especially 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.
• 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.

Required profile

• 3+ years in a customer support or complaints resolution role within the telecommunications 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).

What we 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.
• Roster rotations run Monday to Sunday with standard operating hours from 8:00 am to 8:00 pm, may include 24‑hour on‑call shifts.