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Complaints Resolution Specialist

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomerService Full time $50,000 - $80,000

Are you looking for a career opportunity in customer service?

We are seeking a talented individual to join our Early Resolution team as a Customer Complaints Officer.

In this role, you will be responsible for handling customer complaints and providing exceptional customer service through various channels.

You will need to assess each complaint strategically and determine the most effective approach for resolution.

Maintaining meticulous records is also essential to facilitate seamless collaboration among colleagues.

Fostering a respectful and inclusive environment is key to delivering exceptional and empathetic customer service.

This is a great opportunity to work with a not-for-profit organization that values diversity and inclusion.

We offer flexible work arrangements, wellbeing initiatives, capability development, and resources to help you thrive.

A culture that values psychological safety, empathy, fairness, and respect makes us an ideal place to work.

Job Responsibilities:

  • Engage with customers and members actively listening to their concerns and needs.
  • Strategically assess each interaction to determine the most effective approach for resolution.
  • Ensure complaints align with the relevant jurisdiction, handling them accordingly.
  • Maintain accurate and detailed records to facilitate collaboration.
  • Foster a respectful and inclusive environment, escalating issues when necessary.

Requirements:

  • Minimum 2 years of experience in a similar role, demonstrating proficiency.
  • Exceptional written and oral communication skills essential for effective communication.
  • Ability to approach complex problems logically and critically, identifying underlying causes.
  • Strong decision-making skills, navigating rules and circumstances respectfully and empathetically.
  • Proficiency in Microsoft Office and CRM programs required.

Benefits:

  • Flexible work arrangements to support work-life balance.
  • Wellbeing initiatives and resources to help you thrive.
  • Culture that values psychological safety, empathy, fairness, and respect.

About Us:

We're a not-for-profit organization dedicated to fair, independent, and accessible dispute resolution services.

We celebrate diversity and encourage everyone to bring their authentic selves to work.