Resolutions Specialist

3 days ago

Melbourne, Australia McMillan Shakespeare Full time

Maxxia is one of Australia’s leading workplace benefits program providers, with over 20 years of experience. At Maxxia, we’re all about adding value to your business. We continuously strive to give our customers the best service, strong solutions and big wins through our salary packaging and novated leasing benefits.Reporting to Social Media and Complaints Manager, this role is primarily responsible for providing exceptional customer service for escalated complaints across multiple platforms.

You will serve as the primary contact for customers who have raised escalated issues with their accounts or the processes of Maxxia. Owning their file from receipt of the complaint to the resolution, and everything in between.

Working within our Social Media and Complaints team, this role is primarily responsible for providing exceptional customer service for escalated complaints from our Novated Leasing business. In so doing you will be a liaison between Maxxia's internal Quality team, the Novated Leasing business and the customer.

You will serve as the primary contact for customers who have raised escalated issues, owning their file from receipt of the complaint to the resolution, and everything in between.

Key Responsibilities
- Resolving escalated customer complaints in the manner in which they are received.
- Fully investigate customer complaints.
- Support the identification of system, process and performance issues within the Maxxia operations business.
- Have knowledge of, and be able to advise on all aspects of the organisation’s internal complaint procedures.
- Maintain a high standard of process and product knowledge including employer policies and guidelines.
- Ensure knowledge of and compliance with legislative, regulatory and employer policy requirements including compliance with the Privacy Act, Financial Services Regulatory Authority and the Trade Practices Act.
- Focus on Net Promoter Score by delivering high quality customer service on every customer interaction.

What you will bring
- Proven solution-based mindset and an ability for lateral thinking
- A customer first attitude
- Strong experience working in a process driven environment
- Some experience with compliance and quality
- Systems experience and a level of comfort with database systems

What we can offer you:
- Our strong people-first culture- Flexible/hybrid working to enhance your work/life balance- Novated lease benefits and discounts- 12 weeks Paid Parental leave and access to our Parents Portal- Exempt Employee Share Plan- Paid Income Protection Insurance under MMSG default Super plan- Access to a broad range of learning and development programs- Career break and volunteering leave- Access to Employee Assistance Program and annual Flu vaccination- Lifestyle Rewards program

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.

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