Dispute Resolution Expert

9 hours ago

Melbourne, Victoria, Australia beBeeDispute Full time $70,000 - $95,000
About the Role

This position involves handling and resolving customer and merchant disputes in a fair, transparent, and timely manner.

The Dispute Resolution Specialist will investigate, manage, and resolve escalated and complex customer and merchant disputes according to the complaints policy.

Additionally, the specialist will provide support to the Customer Service team for escalated complaints where first and second-level resolution team members have not been able to resolve.

The role also includes contributing to Afterpay's Internal Dispute Resolution (IDR) responses to resolve complaints.

Furthermore, the specialist will prepare detailed, logical, and well-explained External Dispute Resolution (EDR) responses to AFCA, other dispute resolution bodies, and consumer advocacy groups.

Responsibilities
  • Investigating and resolving customer and merchant disputes
  • Providing support to the Customer Service team
  • Contributing to IDR responses
  • Preparing EDR responses
  • Analyzing complaint data and reporting on trends to the business
Qualifications and Skills
  • Tertiary qualifications or equivalent industry experience
  • Proven background in Customer Service, Complaints Handling, and Dispute Resolution
  • Strong problem-solving abilities, critical thinking, and customer-focused approach
  • Experience in conflict resolution, communication, and management of complaint cases
  • Excellent verbal and written communication skills
Requirements
  • Strong analytical and problem-solving skills
  • Ability to communicate effectively with customers and colleagues
  • Good time management and organizational skills
  • Ability to work in a fast-paced environment
  • Willingness to learn and take feedback

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