Customer Resolutions Officer

3 days ago

Minchinbury, Australia Australia Post Full time

**Help us deliver like never before**
Australia Post is delivering like never before. From the vehicles that we drive to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers, and for our people. We’re moving forward and we want you to come along for the ride.

**About the opportunity**

Reporting to the Customer Resolutions Team Manager, you are responsible for ensuring the accuracy and timely investigation of enquires submitted by both Internal and External measures, with applicable Root Cause Analysis completed.

**You’ll also**
- Perform Root Cause Analysis and corrective actions are undertaken as part of the investigation prior to raising associated Credit Notes and maintaining an accurate allocation of Credit Notes against client accounts
- Liaise with internal and external Customers regarding account queries/disputes, with the objective to resolve issues promptly
- Record and maintain all written and verbal communication with clients accurately within our Query Management System - SalesForce
- Build internal/external relationships to ensure communication is effective in the resolution of account discrepancies
- Effective liaison with our clients to ensure customer service levels are kept at a premium
- Ensure that departmental strategies to actively reduce Credit Notes Volumes / Values are adhered to.
- Queries are actioned within an average turnaround timeframe of 8 Business Days

**About you**
- Experience in Credit/Accounts Receivable with Excel knowledge is highly regarded
- Proficiency in relevant modules of ERP Systems - TEAM / Salesforce is desirable
- Experience in developing and maintaining customer relationships, with both internal/external stakeholders

**How we’ll deliver for you**
- Join one of the most culturally and linguistically diverse workforces in Australia, where we’re all ages, genders and come from all walks of life
- We deliver on our values of Trust, Inclusivity, Empowerment and Safety every day. They’re the TIES that bind our team together
- Immerse yourself in the AP Way - where every single team member partakes in a learning module to help understand the vital role we play in delivering on our strategy and purpose

**We’re delivering together**
At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees.

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