Customer Service Resolution Expert

1 day ago

Sydney, New South Wales, Australia beBeeCustomerServiceResolution Full time $129,464 - $168,851

About the Role:

We are seeking an expert in customer service resolution to support our team in responding to, managing and effectively resolving complex complaints and disputes raised by internal and external stakeholders on behalf of our customers.

Key Responsibilities:

  • Provide frontline phone assistance and support for customers raising complaints and be their first point of contact, as well as lodging their complaints.
  • Ensure that appropriate actions are taken to resolve customers' problems and concerns within set timeframes.
  • Maintain accurate and timely records of customer interactions with details of enquiries, complaints, or comments.
  • Use your expertise to achieve either first contact resolution or explore an appropriate resolution with all relevant internal and external stakeholders for an appropriate response.
  • Prepare correspondence and briefing material to support appropriate responses to complaints raised by internal stakeholders or systemic problems identified through complaints managed or external stakeholders as and when required.
  • Identify significant and/or systemic problems through enquiries or complaints received and provide sufficient information to support performance management processes or other remediation actions where warranted.

Required Skills and Qualifications:

  • Tertiary qualification in commerce, accounting, business or similar.
  • Demonstrated experience in complaints handling, resolution or alternative dispute resolution with an aptitude for problem-solving.
  • Regulatory compliance and industry experience in insurance, finance or banking.
  • Comprehensive understanding of workers compensation legislation combined with a solid working understanding of New South Wales workers compensation scheme.
  • Experience in conflict resolution or alternative dispute resolution and negotiation skills in insurance, finance or banking.

Culture:

We value diversity and encourage people with different experiences and backgrounds to apply. We are committed to our employees' development so they can thrive in their roles.

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