Melbourne - Customer Liaison Advisor

2 weeks ago

Melbourne, Australia Percepta International Full time

Melbourne - Customer Liaison Advisor
AU-VIC-Melbourne

**Description**:** Position Summary**

**Duties and Responsibilities**
- Preliminary assessment of customer legal entitlements under the Australian Consumer Law (ACL) via letters of demand received from customer’s legal representatives.
- Draft and finalise response to letters and confirm with Legal Counsel that they are comfortable with the position taken and the response to the customers legal representative
- Assist and handle Tribunal Claims. Prepare submissions and other evidentiary documentation required
- Act as Ford’s company representative at consumer tribunal conciliations, mediations, and hearings across Australia
- Handle communication with customers where required in response to legally escalated complaints. Handle contacts passed from the Client where required
- Handle communications from Dealers, Solicitors, Insurance Companies, Office of Fair Trading.
- Handle/assist with other correspondence relating to legal issues
- Achieve key performance indicators of the role, both quality and quantity
- Use voice, language and communication skills to communicate effectively and professionally
- Use technology provided to assist resolution of customer queries, and to keep accurate and detailed records of customer contacts
- Develop and maintain product knowledge, business process and system expertise to meet on-going customer and client needs
- Work effectively and co-operatively with colleagues and other internal departments
- Provide feedback on customer cases as required
- Communicate any operational, process or system problems to the Team Leader/Manager
- Adhere to company policies and procedures
- Follow all health and safety rules and regulations
- Other duties or projects as assigned by the Customer Liaison Manager

**Education**
- High School Diploma or equivalent required
- Preferred - tertiary qualification or relative, legal studies, consideration given if working toward studies in law or relative legal studies.

**Experience**
- 2 years of experience in a customer service role or legal administration role either in a Customer Relations Contact Centre, Law firm, or PR/Sales field.
- Communicates both verbally and in written correspondence to an above average standard
- Proven experience in bespoke customer and business correspondence
- Knowledge of the automotive industry desirable

**Skills**
- Strong Active Listening skills, accompanied with ability to deliver effective probing questions
- Demonstrated interpersonal skills along with excellent written, and oral communication skills including the capability to influence
- Ability to work in a team fostered environment
- Genuine desire for interacting and building relationships
- Ability to prioritize and organize work
- Ability to adapt to a flexible schedule

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