Customer Feedback Specialist

18 hours ago

Melbourne, Victoria, Australia ACCS - ARES Customer Care Solutions GmbH Full time

About the Role

The Customer Feedback Officer is responsible for ensuring high-quality customer service through the management of media threats, critical incidents, and managing the resolution of customer complaints, within given timeframes.

You will deliver a high standard of customer service to all customers while driving the resolution of customer complaints, adhering to industry Customer Service Frameworks and requirements.

Key Responsibilities

  • Providing a high standard of professional and personalized customer service for the Victorian Business Unit, with a view to minimize complaints received and improve service outcomes
  • Registering and acknowledging all complaints received & ensuring they are resolved within agreed timeframes, ensuring the needs of the customer are considered by our people in every interaction we have with them
  • Delivering high-quality customer service towards all parties involved in the claims and premium management process within acceptable timeframes
  • Listening to, and always understanding the customer point of view during the feedback and complaints process
  • Reviewing and following up all critical incidents, ensuring they are managed within the critical incident guidelines and escalating where appropriate
  • Actioning all media threats received, following up with relevant internal and external stakeholders to ensure risk is mitigated wherever possible
  • Where appropriate, escalating identified root causes for complaints to our customer service team to assist in achieving improved customer satisfaction levels
  • Providing reporting on complaint resolutions, media threats, and critical incidents for management review

About You

We're interested in hearing from people who possess:

  • Previous experience in complaints resolution
  • Workers Compensation and/or Claims Management experience
  • Exceptional customer service skills
  • ASIST Trained, or willingness to undertake
  • Certificate of personal Injury management or other Industry specific qualifications will be ideal

What We Can Offer You

  • Attractive remuneration packaging & flexible work arrangements – including WFH
  • Paid Parental Leave
  • Excellent Working Environment – friendly, flexible, and supportive working environment which is built around great team support and rewarding opportunities;
  • Exciting career – as our Company grows, so do the opportunities for our people;
  • Opportunities for ongoing education and development;
  • Service and performance recognition awards; and employee assistance program for yourself and immediate family members

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