Customer Complaint Resolution Specialist

2 weeks ago

Melbourne, Victoria, Australia beBeeComplaint Full time $64,000 - $86,000
Customer Resolution Expert

We are seeking a highly skilled Customer Resolution Expert to join our team. This role is pivotal in improving customer experience, reducing repeat contacts, and building trust and brand loyalty with our most impacted customer segments.

Key Responsibilities:
  • Handle product complaints received through various channels in line with regulatory and company complaint handling policies.
  • Engage with customers empathetically, ensuring sensitivity and discretion when dealing with vulnerable and Family and Domestic Violence (FDV) impacted individuals.
  • Maintain accurate and confidential case notes and adhere to privacy protocols.
  • Liaise with internal teams to expedite resolution and ensure timely feedback to the customer and understanding of the root cause of the core issue.
  • Monitor complaint trends to identify recurring issues and suggest improvements to processes.
  • Escalate complex or high-risk complaints when required and follow up until resolution and customer close looping.
Proactive Solutions Handling:
  • Address repeat caller concerns with a customer ownership attitude.
  • Investigate the root cause behind repeated customer contact or unresolved service issues.
  • Engage with the customer to understand their experience and expectations.
  • Coordinate with internal teams (tech, provisioning, billing, etc.) to implement permanent fixes.
  • Document cases thoroughly and ensure end-to-end closure with customer satisfaction.
  • Track recurring issues and provide insights for systemic improvements with a roadmap to eliminate repeat complaints from process gaps.
  • Reduce call centre volume by resolving issues before repeat contact occurs.
Qualifications and Experience:
  • 3+ years in a customer support or complaints resolution role within the telecommunication industry.
  • Experience handling FDV or vulnerable customers is highly regarded.
  • Strong interpersonal and communication skills, with a high level of empathy.
  • Ability to manage emotionally charged conversations and resolve conflict.
  • Strong analytical and problem-solving skills.
  • Experience in root cause analysis and cross-functional collaboration.
  • Familiarity with Salesforce ticketing systems and complaint handling tools is desirable.
Key Attributes:
  • Empathetic and customer-focused.
  • Proactive mindset with strong ownership.
  • High attention to detail and accuracy.
  • Resilient and composed under pressure.
  • Ethical and respectful of confidentiality.

  • Complaint Resolution Expert

    2 weeks ago

    Melbourne, Victoria, Australia beBeeCustomer Full time $110,000 - $130,000

    Dispute Resolution Specialist - Customer ServiceKey ResponsibilitiesAddress customer complaints fairly and impartially.Work collaboratively with stakeholders to resolve complaints effectively.Handle external dispute resolution cases or tribunal proceedings.Manage wealth management and hardship-related complaints.About the RoleThis is an exciting opportunity...

  • Complaints Resolution Officer

    2 weeks ago

    Melbourne, Victoria, Australia State Government of Victoria, Australia Full time

    Occupation: Governance and risk managementLocation: Melbourne - CBD and Inner Metro suburbsReference: 307About UsThe Victorian Ombudsman exists in recognition of the imbalance of power between the individual and the State, and we aim to level the playing field and protect and promote human rights.In performing our functions under the Ombudsman Act, we...

  • Complaints Resolution Officer

    2 weeks ago

    Melbourne, Victoria, Australia State Government of Victoria, Australia Full time

    Occupation: Governance and risk managementLocation: Melbourne - CBD and Inner Metro suburbsReference: 307About UsThe Victorian Ombudsman exists in recognition of the imbalance of power between the individual and the State, and we aim to level the playing field and protect and promote human rights.In performing our functions under the Ombudsman Act, we...

  • Professional Complaint Resolution Specialist

    15 minutes ago

    Melbourne, Victoria, Australia beBeeComplaint Full time $100,000 - $140,000

    Key Responsibilities of Senior Complaints AdvisorThis is an exciting opportunity to strengthen the implementation of complaint resolution processes across the organisation.As a Senior Complaints Advisor, you will have a key role in leading and providing expertise to client services teams. This includes ensuring complaint matters are handled sensitively and...

  • Dispute Resolution Specialist

    1 day ago

    Melbourne, Victoria, Australia beBeeDisputeResolution Full time $90,000 - $120,000

    Job Title: Dispute Resolution SpecialistWe are seeking a skilled and dedicated individual to join our team as a Dispute Resolution Specialist.About the Role:The successful candidate will support the Operational Excellence function by resolving previously unresolved complaints using alternative dispute resolution techniques.You will report to the Lead...

  • Customer Resolution Specialist

    3 weeks ago

    Melbourne, Victoria, Australia Superloop Full time

    Company OverviewFounded in 2014, and listed on the ASX since 2015, Superloop's purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands to take a larger share of the market, leveraging Superloop's Infrastructure-on-Demand platform.Superloop operates in three segments of the market: consumer connectivity,...

  • Customer Resolution Specialist

    4 weeks ago

    Melbourne, Victoria, Australia Superloop Full time

    Company OverviewFounded in 2014, and listed on the ASX since 2015, Superloop's purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands to take a larger share of the market, leveraging Superloop's Infrastructure-on-Demand platform.Superloop operates in three segments of the market: consumer connectivity,...

  • Customer Complaints Resolution Specialist

    14 minutes ago

    Melbourne, Victoria, Australia beBeeLeadership Full time $120,000 - $180,000

    Drive organizational growth by resolving customer complaints and implementing quality systems. Develop and execute comprehensive training initiatives to enhance employee expertise.Key Accountabilities:Manage and resolve complex customer grievancesDevelop and implement quality assurance processesCreate and execute comprehensive training programsCollaborate...

  • Resolution Manager

    2 weeks ago

    Melbourne, Victoria, Australia beBeeResolution Full time $100,000 - $130,000

    Resolution SpecialistAbout the Role:We are seeking a skilled Resolution Specialist to manage complaints and enhance customer experiences.This role is ideal for someone who is passionate about resolving disputes and fostering positive relationships. You will thrive in a dynamic environment with new challenges daily, and be a critical thinker and collaborative...

  • Claims Resolutions Professional

    2 weeks ago

    Melbourne, Victoria, Australia beBeeResolution Full time $65,000 - $75,000

    Complaints Resolution SpecialistWe're seeking a skilled Complaints Resolution Specialist to manage complaints regarding our CTP Claims, resolving matters and improving our claims experience.Manage and resolve complaints across three CTP schemes, liaising with external bodies such as IRO, SIRA, MAIC (ACT) and the SA Regulator, to ensure fair and thoughtful...