Customer Hardships Advisor
4 weeks ago
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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