Customer Experience Specialist

1 week ago

Sydney, New South Wales, Australia beBeeCustomeroriented Full time $80,000 - $120,000
Job Description

We oversee complaint handling for the Commonwealth Bank Group, supporting the resolution of customer issues and managing sensitive or complex matters.

Clients have greater expectations of us, and when we fall short, we help make things right by listening and responding to complaints using advanced investigation, problem-solving and negotiation skills.

We listen to customers, investigate complaints and put things right where we have done wrong.

Our team is positive, enthusiastic and customer-oriented

We drive to enhance the financial wellbeing of our customers and communities by delivering exceptional customer experiences and fair outcomes.

The Critical and Complex Complaints team manages complaints involving complex legal issues and delivers detailed, efficient and proactive outcomes to complex and critical customer disputes.

The Critical Care team provides specialist multidisciplinary support services who manage escalated complaints from vulnerable customers to ensure they receive consistent and appropriate care in a timely manner.

Key responsibilities include:

  • Efficiently investigating and resolving complex and/or sensitive complaints.
  • Developing networks and relationships with colleagues to solve problems and influence outcomes.
  • Responding directly to customers with warmth and empathy throughout the complaint experience.
  • Negotiating with customers and internal staff to achieve timely and fair resolutions.
  • Identifying improvements in the complaint management process or other process breakdowns.

Required Skills and Qualifications

Applicants must possess:

  • Proven experience in dispute resolution, investigation, negotiation and facilitation in a customer-focused environment.
  • Advanced oral and written communication skills.
  • Ongoing customer focus with strong stakeholder management skills.
  • Strong problem solving and planning skills.
  • Sound commercial acumen and knowledge of business practices.
  • Strong time management and organisational skills.
  • A deep understanding of community, customer and regulatory expectations.

Benefits

This role offers applicants the opportunity to work in a dynamic and supportive environment with opportunities for professional growth and development.

Based in Melbourne or Sydney, this position presents a unique chance to contribute to enhancing the financial wellbeing of our customers and communities.

Others

Applicants are expected to be based in Melbourne or Sydney.

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