Case Resolution Specialist

2 weeks ago

Hobart, Tasmania, Australia beBeeCustomerResolution Full time $70,000 - $95,000

Job Title: Case Resolution Specialist

The role of a Case Resolution Specialist involves utilizing negotiation and conflict resolution skills for case management and resolving complex customer complaints. The key aspect of this position is to collaborate with other departments and stakeholders, while keeping the customer informed until a mutually agreed resolution is reached.

Key Responsibilities:

  • Exercise independent judgement and provide effective communication in accordance with company policies and procedures.
  • Provide quality and accurate information when handling customer inquiries including concise notes of customer contact.
  • Take ownership and keep the customer informed of the progress of resolution efforts within the required time frames.
  • Use appropriate systems and support tools in providing consistent customer solutions and experience.
  • Identify customer needs and promote relevant products and services to suit those needs.
  • Effectively liaison with other areas of the business and key stakeholders.
  • Escalate trending complaints.
  • Achieve individual targets in line with KPI requirements.
  • Display a commitment to self-improvement and continual learning.
  • Display resilience and ability to work in a high volume, fast paced environment with a positive outlook on continual change.

Required Skills and Qualifications:

  • Contact centre experience and/or telecommunications experience is preferred.
  • Proven attention to detail, excellent communication skills, and a strong customer resolution focus.
  • The ability to think outside the box and provide creative solutions that adhere to company policies and procedures.
  • Excellent relationship management skills with the ability to build rapport quickly.
  • A self-starter with the ability to manage and prioritize own workload in a timely manner.
  • Ability to effectively engage multiple stakeholders to source resolutions for customers.
  • Strong Microsoft Office skills.
  • Excellent verbal and written communication skills.
  • Empathetic in manner, able to accurately identify customer needs and provide appropriate information or resolutions which balance both business and customer's needs.
  • Able to relate effectively with others regardless of age, gender, cultural background with an awareness of own impact on others.

Benefits:

  • Opportunity to develop skills in conflict resolution and negotiation.
  • Chance to work in a dynamic and fast-paced environment.
  • Collaborative team culture.

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