About the Organisation
Our client manages Consumer Faults operations across key Australian sites, supporting customers experiencing service disruptions. With a large, modern contact centre environment in Melbourne's CBD, the business is focused on delivering reliable, empathetic and outcomes-driven customer experiences through structured fault resolution processes.
The Role
Within this role, you will be the first point of contact for customers who have had their broadband activated but are experiencing connection issues. This is a highly technical inbound role, with approximately 95% of calls focused on fault diagnosis and resolution.
You'll handle ***** calls per day, working back-to-back in a structured, KPI-driven environment. While technical skills will be fully trained, solid customer service, problem-solving capability and empathy are essential.
This role offers 38 hours per week,



rostered between 7am – 7pm therefore flexibility for changing shift times is essential.
Duties
Deliver calm, empathetic service to customers impacted by loss of internet service
Translate technical information into clear, customer-friendly language
Meet quality, productivity and KPI targets while aiming for first-call resolution
Diagnose and resolve broadband and connectivity issues using guided systems and tools
Troubleshoot faults and progress cases to repair, workaround or escalation pathways
Skills & Experience
Excellent communication skills with a customer-first mindset
Previous call centre experience essential
Experience working to KPIs in a high-volume environment
Strong problem-solving and troubleshooting capability
Confident using multiple systems and following structured workflows
#J-*****-Ljbffr

📌 Consumer Faults Customer Service (Melbourne)
🏢 JK Personnel
📍 Melbourne