Customer Resolution Manager

23 hours 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

Tools

  • Customer Category Manager

    2 weeks ago

    Moorabbin, Victoria, Australia Coca-Cola Europacific Partners Full time $90,000 - $120,000 per year

    We are Coca-Cola Europacific Partners (CCEP) – a dedicated team of 42,000 people, serving customers in 31 countries, who work together to make, move and sell some of the world's most loved drinks.We are a global business and one of the leading consumer goods companies in the world. We help our 2.1 million customers grow, and we are constantly investing in...

  • Customer Service/admin Assistant

    2 weeks ago

    Moorabbin, Australia eXenet Full time

    **ABOUT THE ROLE** We are seeking a mature, experienced **Customer Service**/**Admin Assistant** to work 0830-1700 Mon-Fri to assist in the daily running of a modern self-storage facility in Moorabbin with secure, monitored 24/7 customer access. **Reporting to the Facilities Manager, you will: - ** - Liaise with customers and help them satisfy their...

  • Customer Service and Operations Representative

    3 days ago

    Moorabbin, Australia PUMA Full time

    **YOUR TALENT**: Your Talent: Service-Oriented, Operations-Savvy, and Customer-Focused - 2+ years of experience in retail or customer service, with a strong customer-first mindset - Proficiency in written and spoken English to clearly and effectively communicate with customers and internal teams - Problem-solving skills and the ability to independently...

  • Customer Service Officer Moorabbin

    5 days ago

    Moorabbin, Australia Prestige Inhome Care Full time

    Rewarding, customer focused work - Blended flexible WFH arrangements - Opportunities for professional growth & more Prestige Inhome Care’s vision is to be the provider of choice for tailored in-home care that always exceeds expectations. The organisation is committed to helping people remain in the comfort, security and familiarity of their own home for...

  • ICT Customer Support Officer

    2 days ago

    Moorabbin, Australia Mansys Pty Ltd Full time

    ICT Support Technician (Customer Support) We are Mansys Pty Ltd, recruitment consultants. Our client, Prolim Technologies, based out of Moorabbin (VIC) is actively looking for an ICT Support Technician (Customer Support) to join its team on a permanent full-time basis at Moorabbin. Prolim Technologies in Australia delivers end-to-end Product Lifecycle...

  • Customer Service Manager

    1 day ago

    Port Melbourne, Victoria, Australia Hills Health Full time $90,000 - $120,000 per year

    Are you a strategic and customer-focused leader ready to take ownership of service excellence across a dynamic technology business?You thrive in fast-paced environments, balancing operational accuracy with a passion for delivering outstanding customer experiences. Your leadership inspires teams to meet service level agreements, resolve incidents efficiently,...

  • Ecommerce Customer Service Representative

    7 days ago

    Moorabbin, Victoria, Australia PUMA Group Full time $40,000 - $60,000 per year

    SPEED & SPIRIT is what we look for in our candidates, defined by some simple values that inspire us to BE DRIVEN in our performance, BE VIBRANT in our sporting legacy, BE TOGETHER in our team spirit, and BE YOU to let our individual talent and experience shine. Applying for a job at PUMA is easy and all genders are welcome. Simply click APPLY ONLINE and...

  • Quality Director

    2 weeks ago

    Moorabbin, Victoria, Australia PCI Pharma Services Full time $90,000 - $120,000 per year

    Life changing therapies. Global impact. Bridge to thousands of biopharma companies and their patients.We are PCI.Our investment is in People who make an impact, drive progress and create a better tomorrow. Our strategy includes building teams across our global network to pioneer and shape the future of PCI.PurposeThe Quality Director is responsible for...

  • Pricing Analyst

    2 weeks ago

    Moorabbin, Victoria, Australia efm Logistics Full time $60,000 - $100,000 per year

    At the heart of our service offering are our people and our promise to deliver a no better logistics experience. efm Logistics is the largest 4PL provider in Australia & NZ, meaning we do much more than just ship goods. We design, build, manage and provide integrated, optimised supply chain solutions.As an independent service provider, we create tailored...

  • Customer Category Manager

    2 weeks ago

    Moorabbin, Australia Coca-Cola Europacific Partners Full time

    We are Coca-Cola Europacific Partners (CCEP) - a dedicated team of 42,000 people, serving customers in 31 countries, who work together to make, move and sell some of the world’s most loved drinks. We are a global business and one of the leading consumer goods companies in the world. We help our 2.1 million customers grow, and we are constantly investing...