Customer Issue Resolutions Manager

4 days ago

Hobart, Tasmania, Australia beBeeCustomerResolution Full time $60,000 - $90,000
Job Description
We are seeking a highly skilled professional to fill the role of Customer Resolution Specialist. As a key member of our team, you will play a vital part in resolving complex customer issues and providing exceptional service.

The opportunity
You will be responsible for managing and resolving customer complaints in a timely and effective manner. This will involve working closely with other departments and stakeholders to ensure that customers receive the best possible outcome.
A key part of this role is to provide excellent communication and interpersonal skills, as well as the ability to think creatively and develop innovative solutions.

Responsibilities
  • Exercise independent judgment and provide effective communication in accordance with company policy and procedures.
  • Provide quality and accurate information when handling customer enquiries including concise notes of customer contact.
  • Take ownership and keep the customer informed of the progress of resolution efforts within the required time frames and ensure follow up if the resolution extends beyond.
  • Use appropriate systems and support tools in providing consistent customer solutions and experience.
  • Identify customer needs and promote relevant products and services to suit those needs.
  • Effectively liaise with other areas of the business and key stakeholders.
  • Escalate trending complaints.
  • Achieve individual targets in line with KPI requirements.

Required Skills and Qualifications
Contact centre experience and/or telecommunications experience is preferred.
Proven attention to detail, excellent communication skills, and a strong customer resolution focus are essential.
The ability to think outside the box and provide creative solutions is also crucial.

Benefits
Flexible hybrid way of working (from home and office).
'Stay Connected Mobile' – Access to a free mobile plan.
'Stay Connected NBN' – Access to a free NBN 100 plan.
Access to LinkedIn Learning and Vodafone Learning platforms.

Others
We are committed to attracting, developing and retaining the best people by offering a flexible, diverse and inclusive workplace where hard work is truly rewarded. You will have access to fantastic benefits, including generous leave policies, leadership development programs and opportunities to grow your career.

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