Consumer Faults Customer Service

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 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.
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

About JK Personnel
At JK Personnel, we put people first. Our success is built on fostering meaningful, long-term relationships with both clients and candidates. By understanding your unique needs and goals, we go beyond simply filling roles—we create partnerships that last.
Our consultants have built strong networks and an excellent reputation for service, with a proven track record of finding the right people, fast.

How to Apply
Please submit an up-to-date resume to apply for this role. To be successful in this position, Australian working rights are essential.

After applying, you’ll receive an email from Jay, JK’s Virtual Recruitment Consultant, who will ask a few questions to help fast-track your application.

Please note; we are recruiting multiple intakes for these roles therefore the recruitment process may take longer than expected. We appreciate your patience as we work through the recruitment process.