Customer Service Resolution Specialist

7 days ago


Homebush, Victoria, Australia people2people Full time
Job Title

Customer Service Resolution Specialist

About the Role

We are seeking an experienced Customer Service Resolution Specialist to join our team based at the Sydney Olympic Park Office. This role will be responsible for providing exceptional customer service and resolving high-risk and escalated customer complaints.

Key Responsibilities
  • End-to-end case management of high-risk and escalated customer complaints received via various customer feedback channels
  • Assisting with the management of customer claims in the event a customer visits our head office and requires a point of escalation outside of the service centre team
  • Investigating and analyzing high-risk cases to understand the root cause of serious escalations
  • Liaising with internal departments for resolution assistance and escalating issues of high risk for future change requirements
  • Proposing and developing improvement plans for identified areas of risk and customer dissatisfaction
  • Decision-making for customer resolution based on company policy
About You

To be successful in this role, you will require:

  • A minimum of 2 years of experience in a customer service position
  • Call centre experience
  • Proficiency in MS Office applications
  • Customer-focused approach with an empathetic attitude towards customers, strong teamwork skills
  • Organizational and time management skills, ability to prioritize tasks and take initiative
  • Quick learning and adaptability to change
  • Attention to detail is essential
What's in it for You

This role offers:

  • Generous discounts on company products
  • Access to discounts and special promotions with retail partners
  • Access to wellbeing platform
  • Heavily discounted gym membership
  • Onsite parking
Company Overview

Operating for over 19 years in Australia, New Zealand, and the United Kingdom, our recruitment group and HR solutions provider have earned numerous awards, including Outstanding Large Agency, Excellence in Candidate Care, and Excellence in Client Service RCSA Awards.



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