Customer Care Specialist

7 days ago

Banksmeadow, Australia Team Global Express Full time

We are seeking a Customer Care Specialist to join our Customer Service Relations team, where the focus will be on a supporting the close-knit Customer Relations Team and Manager to deliver excellent customer experiences to both internal and external stakeholders.

Reporting to the Customer Relations Manager, the Customer Care Specialist will correspond with customers, actioning and resolving all escalations and complaints in an efficient and effective timeframe. The role requires someone customer focused, driven and efficient, with an ability to build those strong relationships across all levels of the business and a strong understanding of finding resolutions and working transparently.

This role will be ideal for someone who has a passion for customer service and can form unbiased decisions. You will be solution driven, have a continuous improvement mindset, the ability to think outside the box and can bend and flex.

As the Customer Care Specialist, you will have the ability to see the big picture, be responsible for end-to-end investigations, have an ‘attention to detail’ mindset, be results driven with exceptional communication skills both written and verbal.

Primary Duties & Responsibilities- Think with a customer mindset to drive optimum customer service solutions- End to end investigation of complaints- Ensure timely closure of complaints- Utilise every contact with our customers as an opportunity to understand consumer behaviour- Opportunity to refine or create new processes- Work with manager to implement close the loop process- Analyse data and results and other customer feedback for trends, and investigate root cause where appropriate- Proactively communicate with business stakeholders regarding opportunities to increase customer satisfaction- Identify trends in the complaint analysis & reporting- Conduct root cause analysis on key issues and complaints and drive corrective actions throughout the business

**Qualifications**:
To be successful for this role, you will need to have:
- Clear communication - written and verbal- Stakeholder engagement- Customer Service background- Advanced in the Microsoft Suite- Ability to interpret and use data- High level of interpersonal skills- Attention to detail- Strong organisational and planning skills- Ability to demonstrate sound judgement- Negotiation and conflict skills

Diversity and Inclusion

We celebrate difference.

We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.

As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.

To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.

It’s never been a more exciting time to join our team.

As we transform into a truly iconic Australian business, your opportunities for growth with us are limitless.

To find out more about us, visit

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