Customer Complaint Resolution Specialist

1 day ago

Sydney, New South Wales, Australia beBeeDispute Full time $100,000 - $150,000
Job Description

As a key member of our team, you will play a crucial role in managing and resolving escalated customer complaints, with a focus on matters arising under the Australian Consumer Law (ACL). This includes preparing formal submissions, gathering evidence, and representing the company at consumer tribunal proceedings across various jurisdictions.

The ideal candidate will have a strong understanding of ACL and experience in dispute resolution. They will be able to provide clear, legally sound recommendations for resolution, balancing customer experience with company risk exposure.

Responsibilities:

  • Assess and manage customer complaints that involve legal escalation, particularly those relating to ACL.
  • Provide clear, legally sound recommendations for resolution.
  • Communicate directly with customers, their legal representatives, and other external stakeholders regarding disputed matters.
  • Draft formal correspondence and legal submissions articulating the company's position in response to tribunal claims.
  • Represent the company as an advocate in consumer tribunals, including attending proceedings, presenting arguments, and responding to tribunal inquiries.

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