Company Overview

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform.

Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop every day for their connectivity needs.

Visit www.superloop.com to learn more.

Business Unit Overview

Operations: Our Operations unit is the engine room of Superloop - responsible for maintaining and supporting all of our products and internal technical infrastructure to ensure the best possible service to both our customers and our very own business. Our Operations unit is responsible for ensuring that the business has the technical capability and capacity to deliver services to all Superloop customers ranging from Home Broadband to International Wholesale. 

Role Purpose

Are you a detailed-oriented problem solver with excellent communication skills? Do you thrive in a collaborative environment and put customer first? 

Superloop has an exciting opportunity for you to join out team as a Service Delivery Coordinator. In this role, you’ll play a vital part in ensuring our customers and suppliers have a smooth experience with us as part of our broader group operations. 

Our Colombo office is in CDB Business Centre, Colombo 1 with working times from 3 AM- 12 PM to support clients based in Australia- this is a hybrid system opportunity.

Key Responsibilities 

Customer and Supplier: Act as a bridge between the organization’s customers and suppliers, ensuring their queries are promptly addressed, keeping them informed about order statues, and providing assistance as needed during their engagement. 

Delivery Assistance: Assist corporate customers with inquiries related to delivery timelines and service scheduling, utilizing your knowledge of the company’s products and services to propose practical solutions with a human touch. 

Effective Case Management: Use the company systems effectively to track, manage, and resolve customer and supplier interactions, ensuring their needs are meet. 

Collaboration with Team: Collaborate with various internal teams to facilitate a seamless customer experience, aligning efforts to meet customer expectations. 

Data Analysis: Leverage data from reports to identify areas for process improvement in customer and supplier support, helping us work smarter. 

Monitoring: Monitor the progress of customer and supplier cases, diligently following up on outstanding matters, and ensuring timely resolutions.

Qualifications and Experience

• Any university degree level of education, An IT, Telecommunication degree, Business, Marketing related degree, and/or an MSc will be an advantage.
• Problem-solving abilities and the ability to remain calm under pressure.
• Analytical mindset for data-driven decision making.
• Collaborative nature, willing to work closely with various teams.
• Ability Strong organizational skills and an eye for detail.
• Excellent communication skills, both written and verbal.
• Customer-centric attitude with a commitment to delivering top-notch service. 

Bonus:
• Familiarity with Customer Relationship Management (CRM) systems.
• Related Experience: Any related experience in networking and broadband services will be an added advantage but is not mandatory.