Customer Experience Professional

1 week ago

Sydney, New South Wales, Australia beBeeAdvocate Full time $90,000 - $110,000

About Us

Job Description:

We are seeking a dedicated professional to join our customer experience team as a Customer Advocate. The successful candidate will be responsible for managing and resolving escalated customer complaints in a legally sound manner.

  • The Customer Advocate will assess and manage customer complaints that involve legal escalation, particularly those relating to consumer law.
  • They will provide clear recommendations for resolution, balancing customer experience with risk exposure.
  • The Customer Advocate will communicate directly with customers, their representatives, and other stakeholders regarding disputed matters.
  • They will draft formal correspondence and legal submissions articulating our position in response to claims.
  • As an advocate, they will represent us in tribunals, including attending proceedings, presenting arguments, and responding to inquiries.
  • The Customer Advocate will maintain accurate records of all active and resolved cases, including timelines, correspondence, and outcomes.
  • They will engage with internal departments to gather information and coordinate responses.
  • The Customer Advocate will provide guidance on consumer law-related risks and resolution strategies.
  • They will identify patterns or recurring issues in customer complaints that may indicate broader risks.
  • Finally, the Customer Advocate will recommend measures to reduce exposure to class actions or systemic claims.
Requirements:

To be considered for this role, you must have a degree in law from a reputable institution. Admission to legal practice is not required but a strong interest in litigation and consumer law is essential.

  • Reasoning and advocacy skills are crucial, as well as the ability to communicate complex issues clearly.
  • A high level of time management and prioritization skills are necessary, with experience managing competing priorities.
  • Strong attention to detail is required, with some exposure to legal research, drafting, or case preparation.
  • The ideal candidate will be able to speak confidently and advocate at tribunals.
  • A valid driver's license is preferred but not required.
What We Offer:

Our company offers a dynamic and supportive work environment, where employees can grow and develop their skills. As a member of our customer experience team, you will have the opportunity to make a real difference in the lives of our customers.

Additionally, we offer competitive compensation and benefits packages, as well as opportunities for professional development and career advancement.

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