Customer Resolution Specialist

3 weeks ago

St Leonards, 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 inter-personal 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.

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