Customer Resolution Manager

8 hours ago

Melbourne VIC, Australia Invincible Energy Full time $80,000 - $110,000 per year

About Us

At Invincible Energy, we're one of Australia's fastest-growing solar and battery solution providers, committed to delivering reliable, high-quality renewable energy systems across the nation.

As our customer base continues to grow, we're looking for a Customer Resolution Manager with a strong, authoritative voice who can manage escalations and ensure every customer interaction reflects professionalism and integrity.

About the Role

This role is ideal for someone who thrives under pressure, communicates with authority, and knows how to turn challenging customer situations into positive outcomes. You will be responsible for handling escalated or dissatisfied customers, resolving disputes, and ensuring a smooth communication channel between the customer, operations, and technical teams.

You'll act as the company's voice of confidence — calm, assertive, and solution-driven.

Key Responsibilities

  • Manage escalated and complex customer complaints via phone and email.
  • Speak confidently and professionally, maintaining control of the conversation.
  • Resolve customer issues efficiently while upholding company policies and procedures.
  • Work with installation, operations, and compliance teams to identify and resolve root causes.
  • Maintain accurate records of all complaints and resolutions in the CRM system.
  • Recommend process improvements based on recurring customer concerns.
  • Draft professional written responses and handle sensitive cases with discretion.
  • Report trends and provide regular feedback to management.

Skills & Experience

  • Minimum 3+ years of experience in customer service, complaints handling, or collections.
  • Excellent communication and negotiation skills.
  • Confident, fluent English with a strong and clear phone presence.
  • Ability to remain calm, professional, and result-focused under pressure.
  • Experience in solar, energy, utilities, or construction industry will be highly regarded.
  • Familiar with CRM systems and basic reporting tools.

Job Type: Full-time

Pay: $80,000.00 – $110,000.00 per year

Benefits:

  • Work from home

Work Location: In person

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