Customer Experience Resolution Specialist

5 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $78,000 - $99,000
Our organization is seeking a skilled professional to join our team in the role of Customer Experience Resolution Specialist. This position offers an exciting opportunity to make a real impact in the lives of customers by providing swift and effective resolution to their telecommunications-related challenges. About the RoleIn this hybrid work environment, you will be part of a dedicated team that values fair, independent, and accessible dispute resolution services. As a Customer Experience Resolution Specialist, your primary responsibility will be to engage with consumers and members, actively listening to their concerns and needs, and strategically assess each interaction to determine the most effective approach for resolution.You will need to ensure complaints align with the jurisdiction of the Telecommunications Industry Ombudsman (TIO), handling them accordingly, and maintain meticulous records to facilitate seamless collaboration among colleagues. Foster a respectful, inclusive environment, escalating issues when necessary and delivering exceptional and empathetic customer service across various channels. Required Skills and QualificationsTo be successful in this role, you will require:
  • A minimum of 2 years of experience in a similar role, demonstrating proficiency and excellent written and oral communication skills essential for effective communication tailored to suit your audience.
  • The ability to approach complex problems logically and critically, with an inquiring mindset to identify underlying causes.
  • Strong decision-making skills, capable of confidently navigating through various circumstances and rules in a respectful and empathetic manner.
  • Proficiency in Microsoft Office and CRM programs required.
 BenefitsWe offer flexible work arrangements that support work-life balance, wellbeing initiatives, capability development, and resources to help you flourish. Our culture values psychological safety, empathy, fairness, and respect, providing opportunities to lead meaningful change in how we care for our people. Diversity and InclusionWe celebrate diversity and encourage everyone to bring their authentic selves to work. Whoever you are, however, you identify, you're welcome here. We're committed to creating a workplace where everyone feels respected, supported, and empowered. Candidate RequirementsPlease note that this is a permanent, ongoing role. To apply, please attach a copy of your resume and cover letter that demonstrates your skills and addresses why you are the right person for this role.

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