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 ***** 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.
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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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Strong problem-solving and troubleshooting capability
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Confident using multiple systems and following structured workflows
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#J-*****-Ljbffr

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