Contact Resolution Specialist

1 week ago

Melbourne, Victoria, Australia beBeeNegotiation Full time $90,000 - $120,000
Customer Interaction Specialist

The role entails engaging with customers to determine the cause of payment delays and securing payment commitments.

This specialist will be responsible for:

  • Proactively reaching out to customers to discuss overdue payments and identify solutions to bring accounts up-to-date.
  • Maintaining accurate records of customer interactions, payment history, and account status.
  • Taking ownership of a designated customer portfolio, ensuring consistent follow-up and resolution.
  • Identifying and escalating complex cases or sensitive customer situations.
  • Utilizing internal systems to track account activity, gather relevant information, and troubleshoot issues independently.
  • Collaborating with internal teams to ensure alignment on customer communications and account strategies.
  • Exhibiting professionalism and empathy in all customer interactions, promoting positive outcomes and long-term relationships.
Key Skills and Qualifications
  • Service Excellence: Understanding customer service concepts and techniques.
  • Accuracy and Attention to Detail: Recognizing the importance of accuracy.
  • Conflict Management: Anticipating, recognizing, and effectively resolving conflicts.
  • Decision Making and Critical Thinking: Accurately analyzing situations and making informed decisions.
  • Effective Communications: Transmitting and receiving ideas, information, and needs through effective communication.
  • Negotiating: Negotiating successfully across the organization and with external vendors and clients.
  • Outbound Processing: Operating an outgoing customer interaction function.
  • Perseverance and Follow-Through: Maintaining and recording contact with customers and prospects.
Requirements
  • Degree or equivalent experience desired

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