Job Description

Job Header

Customer Service Representative

Advertiser: Superloop3.8 out of 53.8 overall rating (9 employee reviews) More jobs from this company

Job Information

Job Listing Date
2 Dec 2019
Location
Adelaide
Work Type
Full Time
Classification
Call Centre & Customer Service, Customer Service - Call Centre
Customer Service Representative

Our Customer Service Representatives are an integral part in providing high quality customer service to Superloop Home Broadband customers through providing technical resolution and superior customer service.

What will you do?

  • Resolve customer sales, billing, installation and provisioning queries and requests - in a timely manner, creating a positive customer engagement;
  • Escalate unresolved issues and complaints, including technical & maintenance requests;
  • Ensure outages are managed effectively, including customers communicated with in a proactive engagement.
  • Manage and resolve customer billing issues and queries by liaising with sales and technical staff;
  • Work collaboratively with internal departments to ensure timely and successful delivery of solutions and resolution of incidents;
  • Triage new incidents and Service Requests as they are received, prioritise and action appropriately to ensure that critical issues are addressed in a timely manner;
  • Identify opportunities to improve processes in collaboration with the Support team.

Who do we want to apply?

The successful applicant will have:

  • Previous experience in customer service/client services role;
  • Adept in using and understanding new technology;
  • Ability to build and maintain both strong internal relationships; and professional relationships with clients.
  • Strong written and verbal communication skills, including telephone etiquette;
  • Proactive approach to achieving successful results.
  • Efficient time management and organisational skills.
  • High attention to detail.
  • Adaptable and influential in a positive workplace culture.

What can we do for you?

As we grow and evolve, we want you to as well. We are progressive - we understand that it’s a two way street - if you are committed to growing our organisation, we will provide you a fun and flexible working environment to come to every day. 

We pride ourselves on creating a fun, casual and relaxed environment. Ditch the corporate attire if you want to - embrace it if that is your thing. Just make sure you are comfortable when you come to work.  

In addition to annual and sick leave, we will give you the opportunity to spend some paid time away from work doing something meaningful with five personal development days per year. You can even use these to help out in the school tuckshop or a meaningful charity if you would like to. We recognise that maintaining physical health is important, so we provide subsidised gym memberships. We believe that we have the best connectivity product on the market, and we provide our employees competitive offers to use our NBN connectivity at home.

You have an opportunity to be part of the innovation and continual improvement of our products and services.  What are you waiting for? 

 

About Superloop 

Superloop is a leading provider of connectivity and managed services operating across Australia, Singapore, Hong Kong and the Pacific Islands. We build, own, operate and deliver end-to-end connectivity solutions such as fibre and fixed wireless, and and we provide high performing cloud managed services that empowers enterprises and global telecommunications carriers to capitalise on emerging technologies and gain a competitive advantage.

We are passionate about growing our business, simplification, customer experience, empowerment and strong execution. We are proud about being a publicly listed business (you can find us on the ASX as SLC). We are always on the hunt for the best people to join us to help make this the best place to work.

Our Customer Service Representatives are an integral part in providing high quality customer service to Superloop Home Broadband customers through providing technical resolution and superior customer service.

What will you do?

  • Resolve customer sales, billing, installation and provisioning queries and requests - in a timely manner, creating a positive customer engagement;
  • Escalate unresolved issues and complaints, including technical & maintenance requests;
  • Ensure outages are managed effectively, including customers communicated with in a proactive engagement.
  • Manage and resolve customer billing issues and queries by liaising with sales and technical staff;
  • Work collaboratively with internal departments to ensure timely and successful delivery of solutions and resolution of incidents;
  • Triage new incidents and Service Requests as they are received, prioritise and action appropriately to ensure that critical issues are addressed in a timely manner;
  • Identify opportunities to improve processes in collaboration with the Support team.

Who do we want to apply?

The successful applicant will have:

  • Previous experience in customer service/client services role;
  • Adept in using and understanding new technology;
  • Ability to build and maintain both strong internal relationships; and professional relationships with clients.
  • Strong written and verbal communication skills, including telephone etiquette;
  • Proactive approach to achieving successful results.
  • Efficient time management and organisational skills.
  • High attention to detail.
  • Adaptable and influential in a positive workplace culture.

What can we do for you?

As we grow and evolve, we want you to as well. We are progressive - we understand that it’s a two way street - if you are committed to growing our organisation, we will provide you a fun and flexible working environment to come to every day. 

We pride ourselves on creating a fun, casual and relaxed environment. Ditch the corporate attire if you want to - embrace it if that is your thing. Just make sure you are comfortable when you come to work.  

In addition to annual and sick leave, we will give you the opportunity to spend some paid time away from work doing something meaningful with five personal development days per year. You can even use these to help out in the school tuckshop or a meaningful charity if you would like to. We recognise that maintaining physical health is important, so we provide subsidised gym memberships. We believe that we have the best connectivity product on the market, and we provide our employees competitive offers to use our NBN connectivity at home.

You have an opportunity to be part of the innovation and continual improvement of our products and services.  What are you waiting for? 

 

About Superloop 

Superloop is a leading provider of connectivity and managed services operating across Australia, Singapore, Hong Kong and the Pacific Islands. We build, own, operate and deliver end-to-end connectivity solutions such as fibre and fixed wireless, and and we provide high performing cloud managed services that empowers enterprises and global telecommunications carriers to capitalise on emerging technologies and gain a competitive advantage.

We are passionate about growing our business, simplification, customer experience, empowerment and strong execution. We are proud about being a publicly listed business (you can find us on the ASX as SLC). We are always on the hunt for the best people to join us to help make this the best place to work.

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • Do you have customer service experience?
  • Have you worked in a call centre before?
  • Are you available to work on a rotating roster?
  • How many years' experience do you have as a customer services representative?

Report this job advert

Be careful- Don’t provide your bank or credit card details when applying for jobs. If you see something suspicious .

Share this role