Customer Experience Resolution Specialist

3 weeks ago

Brisbane, Queensland, Australia Cover-More Full time

Customer Experience Resolution Specialist

Elevate Your Career with Cover-More Group:

Are you passionate about delivering exceptional customer experiences and skilled at resolving complex issues? As a Customer Experience Resolution Specialist, you will play a crucial role in our mission to Cover More, so our customers have to Worry Less.

Why this role?

Make a Difference & Influence the Future:

While managing and resolving a diverse portfolio of customer complaints, we are looking for team members who want to be a part in shaping the way we handle complaints and enhance overall customer satisfaction now and in the future.

Key Responsibilities

  • Effectively manage and resolve customer complaints and disputes, ensuring satisfactory outcomes and maintaining high service standards.
  • Support internal teams on best practices in customer service and complaint management to foster a culture of excellence.
  • Identify and address potential issues across business areas, driving improvements and preventing future complaints.
  • Deliver a compassionate and effective customer experience, understanding and addressing the unique needs of each individual

What we're looking for:

  • Background in Claims or Complaints management with a deep understanding of Australian insurance legislation and industry standards.
  • Strong negotiation and influencing skills to engage effectively with both internal and external stakeholders.
  • Keen eye for detail and analytical abilities to manage complex cases and identify trends.
  • Passionate about delivering positive customer experiences and improving service quality.

So, why choose us?

We value optimism, caring, togetherness, reliability, and determination.

We have more than 1500 employees worldwide: we're a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, and customer service professionals. We share a global mission to look after travellers, at every step of their journey.

Job flexibility.

We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.

Career growth.

We want you to continue to learn, develop, and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business.

Take the time you need, for you and your community.

We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave, and a comprehensive paid parental leave scheme.

Travel and work with us.

We'll help you keep travelling in your career, oh and quite literally with free travel insurance for you and your partner. We also offer great discounts through our extensive travel.

Diversity and inclusion.

We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Apply today and let's go great places together.

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