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Senior Conflict Resolution Advisor
2 weeks ago
We are seeking a skilled Dispute Resolution Specialist to join our team in Melbourne, AU. As a key point of contact for escalated disputes, you will investigate and resolve complex customer and merchant complaints in a fair and timely manner.
Main Responsibilities:- Investigate, manage, and resolve escalated and complex customer and merchant disputes.
- Provide support to the Customer Service team for escalated complaints.
- Prepare detailed External Dispute Resolution (EDR) responses to AFCA and other dispute resolution bodies.
- Analyse complaint data, report on trends, and make recommendations to improve processes.
- Manage multiple dispute cases simultaneously and focus on providing a supportive customer experience.
- Tertiary qualifications or equivalent industry experience.
- Proven background in Customer Service, Complaints Handling, and Dispute Resolution.
- Strong problem-solving abilities, critical thinking, and communication skills.
- Demonstrated experience in conflict resolution and management of complaint cases.
- Ability to multi-task, work under time constraints, and meet deadlines with attention to detail.
