Customer Experience Resolution Specialist

4 weeks ago


Brisbane, Queensland, Australia Cover-More Full time

Job Description

Elevate Your Career with Cover-More Group

Are you passionate about delivering exceptional customer experiences and skilled at resolving complex issues? Cover-More Group, a leading brand in travel insurance, prides itself on delivering outstanding service to travelers worldwide. As more people travel, your expertise will play a crucial role in our mission to provide peace of mind for our customers.

Why this role?

Make a Difference & Influence the Future

While managing and resolving a diverse portfolio of customer complaints, we are looking for team members who want to be part of shaping the way we handle complaints and enhance overall customer satisfaction now and in the future.

Key Responsibilities

  • Effectively manage and resolve customer complaints and disputes, ensuring satisfactory outcomes and maintaining high service standards.
  • Support internal teams on best practices in customer service and complaint management to foster a culture of excellence.
  • Identify and address potential issues across business areas, driving improvements and preventing future complaints.
  • Deliver a compassionate and effective customer experience, understanding and addressing the unique needs of each individual.

What we're looking for:

  • Background in Claims or Complaints management with a deep understanding of Australian insurance legislation and industry standards.
  • Strong negotiation and influencing skills to engage effectively with both internal and external stakeholders.
  • Keen eye for detail and analytical abilities to manage complex cases and identify trends.
  • Passionate about delivering positive customer experiences and improving service quality.

So, why choose us?

We value optimism, caring, togetherness, reliability, and determination. We have more than 1500 employees worldwide, and we're a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, and customer service professionals. We share a global mission to look after travelers at every step of their journey.

Job flexibility

We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.

Career growth

We want you to continue to learn, develop, and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business.

Take the time you need, for you and your community

We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits, along with anniversary leave, volunteer leave, and a comprehensive paid parental leave scheme.

Travel and work with us

We'll help you keep traveling in your career, and we offer great discounts through our extensive travel partnerships.

Diversity and inclusion

We respect who you are and thoroughly embrace diversity. So, whatever walk of life you wander, just be you and come as you are.

Apply today and let's go great places together



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