Customer Experience Resolution Specialist

3 hours ago


Brisbane, Queensland, Australia Cover-More Full time
Unlock Your Potential with Cover-More Group

We are seeking a Customer Experience Resolution Specialist to join our team at Cover-More Group, a leading brand in travel insurance. As a key member of our team, you will play a vital role in ensuring exceptional customer experiences and resolving complex issues.


About the Role:


This is an exciting opportunity for a skilled professional to elevate their career with a dynamic company that prioritizes delivering outstanding service to travelers worldwide. You will be part of a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, and customer service professionals who share a common mission to look after travelers at every step of their journey.


Key Responsibilities:


  • Resolve Complex Issues: Effectively manage and resolve customer complaints and disputes, ensuring satisfactory outcomes and maintaining high service standards.
  • Support Internal Teams: Share best practices in customer service and complaint management to foster a culture of excellence within the organization.
  • Identify and Address Potential Issues: Proactively identify and address potential issues across business areas, driving improvements and preventing future complaints.
  • Deliver Exceptional Customer Experiences: Deliver a compassionate and effective customer experience, understanding and addressing the unique needs of each individual.

Requirements:


  • Background in Claims or Complaints Management: A deep understanding of Australian insurance legislation and industry standards is essential for this role.
  • Strong Negotiation Skills: Strong negotiation and influencing skills are required to engage effectively with both internal and external stakeholders.
  • Analytical Abilities: Keen analytical abilities to manage complex cases and identify trends are necessary for success in this position.
  • Possessions and Qualifications: We are looking for passionate individuals who are committed to delivering positive customer experiences and improving service quality.

What We Offer:


  • Competitive Salary: $80,000 - $110,000 per annum, depending on experience.
  • Holiday Pay: 4 weeks paid annual leave, plus public holidays.
  • Flexible Work Arrangements: Enjoy the flexibility of working from home two days a week.
  • Career Growth Opportunities: We encourage our employees to continue learning and developing their skills, with opportunities for advancement and professional growth.
  • Wellness Initiatives: Regular annual and personal leave benefits, including anniversary leave, volunteer leave, and comprehensive paid parental leave scheme.
  • Employee Discounts: Exclusive discounts on travel and leisure activities through our extensive partnerships.

Join Our Team:


We are proud to offer a diverse and inclusive work environment where everyone is valued and respected. If you are a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we would love to hear from you



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