Resolutions Officer

3 weeks ago


Parramatta, Australia people2people Full time

Are you looking to work within a high-performing environment and want to be part of a business that strives to be the best at what they do? Our client, a world-renowned global organisation, is looking for experienced, passionate, and dedicated customer service professionals.

**The Role**:
As a Resolutions Officer, you are responsible for end to end case management for escalated customer claims including face-to face customers who visit head office

**Your Responsibilities will include**:

- Investigation and analysis of high risk cases to understand root cause for serious escalation
- Liaising with internal Samsung departments for resolution assistance escalating issues of high risk for future change requirements
- Proposing and developing improvement plans for identified areas of risk and customer dissatisfaction
- Decision making for customer resolution based on company policy
- Making outbound calls to customer’s and external partners
- Translate the issue of the customer clear and concisely, from verbal communication into a written format
- Other additional duties as instructed by management

**About YOU**:

- Minimum of 2 years in a customer service position
- Experience with SAP (desirable)
- Customer focused with an empathetic approach to customers
- Strong verbal and written communication skills
- Highly motivated and ability to take ownership of initiative
- Have a passion for customer service and enthusiastic about improving customer experience
- Must be a team player
- Must be a quick learner and adaptable to change
- Attention to detail essential


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