Customer Hardships Advisor

4 weeks ago


Melbourne, Victoria, Australia SMAART Recruitment Full time

About the Role:

The Customer Hardships Advisor will be responsible for resolving complex customer management issues escalated from the Contact Centre. This role requires a high level of emotional intelligence, analytical skills, and excellent communication skills to handle emotionally charged and complex phone calls and emails from customers facing financial hardship or vulnerability.

Key Responsibilities:

  • Resolve customer complaints and financial hardships in a timely and professional manner
  • Take extensive email correspondence and case management to resolve customer issues
  • Work in a dynamic and ever-changing environment to adapt to changing customer needs
  • Collaborate with the team to achieve customer satisfaction and resolution
  • Participate in training and development programs to enhance skills and knowledge

About You:

  • Minimum 3 years of experience in a complex customer service role
  • Previous experience in a complaints/hardships role is highly desirable
  • Excellent written and verbal communication skills
  • Dynamic and agile with the ability to adapt to changing environments
  • Strong analytical skills with the ability to make quick decisions

What We Offer:

  • A beautiful Melbourne CBD office with indoor gardens and the latest technology
  • A fun and inclusive culture with opportunities for progression and upskilling
  • A competitive salary and benefits package
  • A global presence with opportunities for career growth and development

How to Apply:

For more information, please email Ishmael@smaart.com.au with any questions.



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