Critical Customer Resolution Specialist

2 days ago

Melbourne, Victoria, Australia beBeeEscalation Full time

We are looking for a skilled professional to take charge of critical customer escalations and guide teams through complex and high-pressure situations.

Key Responsibilities:
  • Lead resolution of critical customer situations from initiation to closure
  • Act as the primary contact for critical customers, ensuring clear communication
  • Coordinate cross-functional teams to deliver timely and effective solutions
  • Conduct post-escalation reviews to identify root causes and improvement areas
Requirements:

The ideal candidate will have:

  • Programme or project management experience in complex environments
  • A track record of working across multiple functions in software or SaaS
  • Strong communication and negotiation skills, with experience engaging senior stakeholders
  • The ability to balance strategic thinking with hands-on problem-solving
  • Resilience and composure to lead through high-pressure situations
  • Excellent organisational skills and the ability to prioritise effectively
  • Strong analytical skills to identify root causes and drive improvements
  • A collaborative style with the ability to influence without direct authority
  • Customer-first mindset with the confidence to act as a trusted advocate
  • Ability to lead cross-functional collaboration and influence outcomes
  • Experience with tools such as Salesforce, SharePoint, Power BI, and Microsoft Office (desirable)
Benefits:

As a member of our team, you can expect:

  • Flexible work arrangements to suit your needs
  • Ongoing training and development opportunities to help you grow in your career
  • A dynamic and inclusive workplace culture that values diversity and promotes equal opportunities
  • Access to the latest technology and tools to support your work

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