Job Description

About the Organisation

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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.

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The Role

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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.

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You'll handle 30–35 calls per day, working back-to-back in a structured, KPI-driven environment. While technical skills will be fully trained, strong customer service, problem-solving capability and empathy are essential.

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This role offers 38 hours per week,



rostered between 7am – 7pm therefore flexibility for changing shift times is essential.

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Duties

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- Deliver calm, empathetic service to customers impacted by loss of internet service
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- Translate technical information into clear, customer-friendly language
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- Meet quality, productivity and KPI targets while aiming for first-call resolution
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- Diagnose and resolve broadband and connectivity issues using guided systems and tools
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- Troubleshoot faults and progress cases to repair, workaround or escalation pathways
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Skills & Experience

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- Excellent communication skills with a customer-first mindset
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- Previous call centre experience essential
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- Experience working to KPIs in a high-volume environment
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- Solid problem-solving and troubleshooting capability
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- Confident using multiple systems and following structured workflows
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📌 Consumer Faults Customer Service (Victoria)
🏢 JK Personnel
📍 Victoria