Customer Resolution Specialist

1 week ago

Saint Leonards, Victoria, Australia Eclipx Group Full time

ASX 300 listed financial services organisation:


  • Flexible & hybrid working arrangements:
-
Sydney and Melbourne location

Do you want to:

- work in an organisation where 98% of all team members believe that their manager genuinely cares about their well-being and feels valued?
- understand the strategic direction of your organisation and how your effort contributes to success?
- work in an inclusive environment who is proudly a WGEA Employer of Choice for Gender Equality?
- work for a climate Active CERTIFIED Carbon Neutral fleet management organisation?
- be recognised and rewarded for your performance?
- work for an organisation where 'C-A
  • R-E' are their values?
- have career opportunities, a voice that's heard, and a fast-paced, dynamic yet flexible working environment?

If so, then Eclipx Group might be the place for you.

Eclipx Group is an ASX 300 listed financial services, vehicle management, and employee benefits company.

We support all types and sizes of businesses to acquire and effectively manage their vehicles, with over 93,000 vehicles currently under management.

We also help everyday Australians to maximise their salary by administering employee benefit programs and help them to get into the car of their dreams.


Who we're looking for:


The purpose of this role is to ensure customer satisfaction through effectively managing enquiries that flow through voice of customer platforms.

Included within this is the effective management of enquires that stem through the execution of both internal and external dispute resolution practices.


This role is a key member of the Customer Experience (CX) team which includes maintaining a high level of customer satisfaction while adhering to business-critical SLAs.


The Resolution Specialist will provide actionable insights to stakeholders and play a major role in driving customer advocacy across the organisation.


What you'll be doing:

  • Establish and provide pivotal metrics and accurate analysis, providing management foresight that will drive appropriate decision making
  • Ensure the internal teams and individuals are acting and responding to customer needs with a strong service ethic and in alignment with SLA's
  • Ensure adherence to the Internal Disputes Resolution (IDR) and External Dispute Resolution (EDR) processes and framework.
  • Effectively investigating and resolving complaints from the Australian Financial Complaints Authority (AFCA), other external agencies within agreed SLA's.
  • Ensure accurate recording and maintenance of the customer and dispute information relevant to the resolution of complaints /disputes.
  • Ensure continuous improvement strategies are in place across various business units
  • Actively work to remove customer pain points throughout our customers experience
  • Analyse customer trends using data and insights to improve our customer experience strategy
  • Champion customer perspective in NPS and support weekly customer tracking in consultation with the Customer Experience Manager

Requirements:

  • Experience in a sales or customer services role
  • Demonstrated experience in Internal Dispute Resolution and External Dispute Resolution (AFCA)
  • Experience with Salesforce, Genesys and various CRM systems
  • Strong negotiation skills, coupled with a passion for helping customers.
  • Strong interpersonal and communication skills including the ability to deal confidently with internal and external stakeholders
  • A proven influencer and the ability to flex interpersonal style to build strong relationships at various levels of the organisation
  • Continuous process improvement mindset
  • Demonstrated excellent leadership skills across multiple work groups

Benefits

  • 7 additional days of annual leave per year.
  • 16 weeks paid parental leave for primary careers, regardless of gender and with no minimum tenure and 4 weeks paid leave for secondary carers.
- a 'Dress for your Day' policy.
- flexible and hybrid working arrangements.
- an extensive range of other employee benefits.

  • Customer Experience Specialist

    1 week ago

    Saint Leonards, Victoria, Australia Allity Full time

    Attractive NFP salary packaging options + tax benefits + rewards Join one of Australia's largest Aged Care providers Newly created role, Be part of a high performing teamAllity is part of Bolton Clarke Group, one of Australia's largest independent, not-for-profit providers of home care, retirement living and residential aged care, operating nationally and...

  • Customer Enrolment Specialist

    2 weeks ago

    Saint Leonards, Victoria, Australia Only About Children Full time

    Join one of Australia's leading childcare provider - we're great at what we do A fantastic opportunity for a customer centric, sales specialist to join us Ongoing training and development, supportive environment, base+ quarterly bonusAbout Us:Only About Children (OAC) is a premier childcare provider passionate about nurturing and educating young minds....

  • Incident Management Specialist

    1 week ago

    Saint Leonards, Victoria, Australia Allity Full time

    Attractive NFP salary packaging + tax benefits + Rewards Hybrid working / Professional development and career opportunities Join a highly collaborative & fun team, great company cultureAllity is part of the Bolton Clarke Group one of Australia's largest independent, not-for-profit providers of home care, retirement living and residential aged care, operating...

  • Customer Technical Services Analyst Ii

    1 week ago

    Saint Leonards, Victoria, Australia Mastercard Full time

    Our PurposeWe work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...

  • Customer Service Representative

    1 week ago

    Saint Leonards, Victoria, Australia RSL LifeCare Full time

    RSL LifeCare is a leading not-for-profit organisation focused on enriching the lives of veterans and seniors. Established in 1911, we are driven by our purpose to create proud communities, living their best lives. We are dedicated to helping all individuals under our care thrive, every day.We're looking for a dedicated Customer Care Representative for a 6...

  • Vendor Management Specialist

    1 week ago

    Saint Leonards, Victoria, Australia Perigon Group Full time

    ASX listed leading company Based in St Leonards Start date in the new year (4 month contract to perm)Our client is an established ASX listed leader infleetmanagement andfinance looking to bring on a Vendor Management Specialist Boasting a portfolio supporting both Australian and New Zealand consumers, businesses and governments to maximize their salaries...

  • Associate Specialist, Contact Center

    1 week ago

    Saint Leonards, Victoria, Australia Mastercard Full time

    Our PurposeWe work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...

  • Credit and Collections Specialist

    1 week ago

    Saint Leonards, Victoria, Australia Spin Master Ltd Full time

    Are you a kid at heart looking to build a career with a leading global children's toy, entertainment and digital gaming company?At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest minds—and that's why...

  • Australia - Customer Service Manager

    1 week ago

    Saint Leonards, Victoria, Australia ISS Group Holdings Limited Full time

    Who is Inchcape?At Inchcape, our vision is to have a connected world, in which our customers trade successfully and make better decisions in every port, everywhere. We use technology and our global network to help our partners connect to a smoother, smarter ocean. Inchcape combines its worldwide infrastructure with local expertise through our global network...

  • Accounts Receivable Specialist

    2 weeks ago

    Saint Leonards, Victoria, Australia DKSH Full time

    Location:St Leonards, AU, AUJob Function:FinanceRequisition Number:141852Description:Drive Growth. Be the Difference.At DKSH, our mission is to enhance lives by connecting people with exceptional products, services, and insights.As the trusted partner for companies looking to expand their reach in Asia and beyond, we are dedicated to driving growth across...

  • Digital Marketing Specialist

    1 week ago

    Saint Leonards, Victoria, Australia Novasyte Full time

    We are currently seeking a talented Digital Marketing Specialist to join our Multichannel Fulfilment Partner Department in our North Sydney office.As a key member of our team, you will play a pivotal role in driving revenue growth by leveraging our innovative solutions. These solutions encompass multichannel promotional communications targeted towards...

  • Digital Marketing Specialist

    1 week ago

    Saint Leonards, Victoria, Australia IQVIA Full time

    We are currently seeking a talented Digital Marketing Specialist to join our Multichannel Fulfilment Partner Department in our North Sydney office.As a key member of our team, you will play a pivotal role in driving revenue growth by leveraging our innovative solutions. These solutions encompass multichannel promotional communications targeted towards...

  • Technical Specialist

    1 week ago

    Saint Leonards, Victoria, Australia Stryker Full time

    Why engineering at Stryker?*:At Stryker we are dedicated to improving lives, with a passion for researching and developing new medical device products. As an engineer at Stryker, you will be proud of the work that you will be doing, using cutting-edge technologies to make healthcare better. Here, you will work in a supportive culture with other incredibly...

  • Marketing & Communications Specialist

    1 week ago

    Saint Leonards, Victoria, Australia Beaumont People Full time

    Marketing and Communications SpecialistAre you passionate about healthcare and medical research?Would you like to work for a young charity and manage your own projects?Do you want to use your creativity to make content that inspires giving? Sydney based with hybrid work opportunities and competitive salary package. Collaborative culture, promoting continuous...

  • Order Management Specialist/ Supply Chain Specialist

    1 week ago

    Saint Leonards, Victoria, Australia Spin Master Ltd Full time

    Are you a kid at heart looking to build a career with a leading global children's toy, entertainment and digital gaming company?At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest minds—and that's why...

  • Clinical Nurse Specialist

    2 weeks ago

    Saint Leonards, Victoria, Australia Ramsay Health Care Full time

    Clinical Nurse Specialist – Cardiac - Permanent Full-Time We offer strong, flexible career paths and provide unique opportunities to work across Ramsay's global network of facilities About the Role As a member of our Operating Theatre team, you will act as a clinical and professional resource person demonstrating broad knowledge and clinical expertise in...

  • Medical Education and New Technologies Specialist

    2 weeks ago

    Saint Leonards, Victoria, Australia Stryker Full time

    Why join Stryker?:Our total rewards package offering includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards - not to mention various social and recreational activities, all of which are location specific.Know someone at Stryker?:Are you passionate about advancing medical education...

  • Systems and Reporting Specialist

    1 week ago

    Saint Leonards, Victoria, Australia Allity Full time

    Attractive NFP salary packaging options + tax benefits + rewards Join one of Australia's largest Aged Care providers Be part of a high performing team, Make an impactBolton Clarke Group, one of Australia's largest independent, not-for-profit providers of home care, retirement living and residential aged care, operating nationally and internationally.Join a...

  • Associate Specialist, Contact Center

    2 weeks ago

    Saint Leonards, Victoria, Australia Mastercard Full time

    Our PurposeWe work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...

  • Remuneration & Benefits Specialist

    2 weeks ago

    Saint Leonards, Victoria, Australia Stryker Full time

    Why join Stryker?:Our total rewards package offering includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards - not to mention various social and recreational activities, all of which are location specific.Know someone at Stryker?:WHO IS STYKERHave you always dreamed about working for...