Customer Resolution Manager

1 day ago

Moorabbin Victoria, Australia Placing Heads Full time $90,000 - $120,000 per year

Are you a problem-solving superstar with a knack for turning a frown upside down? Do you thrive in a fast-paced environment where every day brings a new challenge?

This company are leaders in local area marketing on notice boards within 700 supermarkets across the country. they pride ourselves on the quality of their service, but they also know that sometimes, things don't go to plan. That's where you come in

We are looking for an experienced, empathetic, and highly organized Client Resolution Manager to be the definitive point of contact for all client queries and complaints.

The Role: Your Daily Impact  

As the Client Resolution Manager, you will be the bridge between our clients and our operations team, ensuring every issue is handled with professionalism and resolved efficiently. Your primary responsibilities will include:

  • Own the Resolution Process: Take full ownership of all client queries and complaints related to service delivery, ad placement, billing, cancellations and board maintenance, from initial contact through to final resolution.
  • Investigate and Analyze: Methodically investigate the root cause of client issues, collaborating with sales, operations, and logistics teams to gather all necessary information.
  • Communicate with Clarity: Provide clear, professional, and timely updates to clients, managing their expectations and maintaining a positive relationship throughout the resolution process.
  • Implement Solutions: Develop and execute effective solutions, including coordinating service re-runs, issuing appropriate credits, or amending contracts where necessary.
  • Drive Improvement: Analyze complaint data to identify trends and systemic issues, providing actionable feedback to management to improve overall service quality and prevent future problems.
  • Document Everything: Maintain meticulous records of all client interactions, investigations, and resolutions in our CRM system.
  • Manage a small part of the Accounts Receivable such as oustanding payment etc
  • Manage and track  account subscriptions

What You'll Need to Succeed  

  • Proven Experience: A minimum of 3 years of experience in a customer service, account management, or complaint resolution role, ideally within a service delivery, media, or logistics business.
  • Exceptional Communication: Outstanding written and verbal communication skills, with the ability to convey complex information clearly and professionally, and a talent for de-escalating challenging conversations.
  • Problem-Solving Prowess: A demonstrably strong, methodical approach to identifying and resolving complex operational and client-facing issues.
  • Empathy and Patience: A genuine commitment to client satisfaction, with the patience to listen fully and the empathy to understand the client's perspective.
  • Organizational Skills: Excellent time management and organizational skills, with the ability to manage a high volume of cases simultaneously and prioritize effectively.
  • Tech Savvy: Proficiency with CRM software (e.g. HubSpot) and the Microsoft Office Suite.

What We Offer  

  • Competitive Salary
  • Work one day a week from your home office
  • A supportive and collaborative work environment where your input is valued.
  • Opportunities for professional development and growth within a fast-expanding company.

Ready to become our clients' champion? If you have the passion for resolution and the drive for service excellence, apply today by submitting your CV and a cover letter detailing your most challenging client resolution success

Placing Heads Your job is our business

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