Dispute Resolution Specialist

2 days ago

Sydney, New South Wales, Australia Flip Australia Full time $90,000 - $120,000 per year

Company Description

Flip is an award-winning, Australian-owned telecommunications company based in Sydney, NSW. We deliver residential nbn, mobile, and IPTV services, offering great value rates for internet and mobile needs. We have been recognised as Best Value nbn Broadband Plan by Money magazine, Winner of Finder Awards, and Mozo Experts Choice Broadband Provider of the Year.

Flip is proud to embody Australia and values inclusivity. We provide special nbn pricing for seniors and veterans, and our Flip TV service offers multi-lingual and culturally diverse channels. Our goal is to offer cost-effective plans for broadband internet and mobile services to all Australians.

Role Description

This is a full-time, on-site role for a Dispute Resolution Specialist, located in Sydney, NSW. The Dispute Resolution Specialist will be responsible for managing and resolving customer disputes and claims, analysing data to identify issues, providing excellent customer service, and effectively communicating with customers and internal teams. The role will involve working closely with the finance team to ensure accurate claims resolution and maintaining high customer satisfaction standards.

Key Responsibilities

  • Respond to and investigate customer incidents and complaints, working closely with clients, internal teams, and external providers to achieve timely, effective resolutions.
  • Follow best-practice complaint management processes to ensure positive outcomes for customers and the business.
  • Accurately record all incidents and complaints in our management systems.
  • Prepare regular reports and insights on feedback, complaints, and compliments.
  • Work with the Management to develop mitigation strategies, close the loop on incidents, and address risk.
  • Maintain a strong understanding of Quality and Strengthened Standards to support compliance.
  • Take on additional quality-related tasks as directed by Management.

Qualifications

  • Possess strong Analytical Skills and ability to analyse data
  • Experience with Claims Resolution and resolving disputes
  • Excellent Communication and Customer Service skills
  • Familiarity
    or experience in the telecommunications industry is a plus
  • Ability to work effectively in an on-site environment in Sydney, NSW
  • Strong problem-solving abilities and attention to detail

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