Complaints Resolution Specialist

4 days ago

Brisbane, Queensland, Australia beBeeCustomer Full time $90,000 - $110,000

We're seeking driven individuals to help shape the way we manage complaints and enhance overall customer satisfaction.

Job Overview

Zurich Cover-More helps people travel safely across the globe every day. Our mission is to provide reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with.

The role of Internal Dispute Resolution Officer is a key part of this mission. As an IDR Officer, you will be responsible for managing and resolving a portfolio of customer complaints and disputes to successful completion.

Educating key internal stakeholders on quality customer service and complaints management is also a critical aspect of the role, with the goal of reducing overall complaints.

You'll consult with underwriters and external bodies as required, proactively identify issues/complaints across all business areas and deliver a highly empathetic customer experience.

Key Responsibilities
  • Manage and resolve a portfolio of customer complaints and disputes to successful completion.
  • Educate key internal stakeholders on quality customer service and complaints management.
  • Consult with underwriters and external bodies as required.
  • Proactively identify issues/complaints across all business areas.
  • Deliver a highly empathetic customer experience.
Requirements
  • Persuasive communication skills with the ability to negotiate and influence internal and external stakeholders.
  • A keen eye for detail and analytical nature.
  • A background in customer service, with the drive to deliver a positive customer experience.
What We Offer
  • Job flexibility - we understand the importance of making sure that work fits into your life, not the other way around.
  • Career growth - we want you to continue to learn, develop and bring your ideas to the table.
  • Taking time off when needed - we encourage you to take the time you need, for you and your community.
  • Diversity and inclusion - we respect who you are and thoroughly embrace diversity.
Why Choose Us
  • Global reach - over 1500 employees worldwide.
  • Expertise in traveller support - global mission to look after travellers at every step of their journey.
  • Benefits package - regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.
  • Travel perks - free travel insurance for you and great discounts through our extensive travel partnerships.

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