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Customer Resolutions Officer
2 weeks ago
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 our people. We're moving forward and we want you to come along for the ride.
About the opportunity
In this role, you'll be responsible for the accurate and timely investigation of enquiries received from both internal and external sources. Your ability to conduct thorough root cause analysis will be key to identifying issues, resolving concerns, and supporting continuous improvement. This is a great opportunity for someone who thrives on problem-solving, has strong attention to detail, and is passionate about delivering quality outcomes.
What you'll deliver with us
In this role, you'll be the connection point between our customers and internal teams, working to resolve account queries efficiently and professionally. You'll be responsible for investigating issues, performing root cause analysis, and ensuring credit notes are handled accurately and in line with business processes nationally. With a focus on quality, service, and collaboration, you'll help drive continuous improvement and maintain premium customer service standards.
Key deliverables include:
- Timely resolution of account queries with clear, accurate documentation in Salesforce.
- Accurate root cause analysis and corrective actions prior to raising credit notes.
- Strong internal and external relationship management to support issue resolution.
- Contribution to a positive team culture that values ownership, innovation, and diversity.
About you
You're a detail-oriented problem solver with a strong foundation in account reconciliation and a passion for delivering excellent customer outcomes. You bring sound judgement, a proactive mindset, and the ability to work confidently with both internal and external stakeholders. Your technical skills, combined with a commitment to process improvement, will support your success in this role.
To thrive in this position, you'll ideally have:
- 2–3 years of experience in account reconciliation and resolving complex queries.
- Proficiency in ERP systems and a solid understanding of Accounts Receivable processes.
- Strong relationship management skills and the ability to influence positive outcomes.
- Intermediate MS Office skills and knowledge of core accounting principles.
How we'll deliver for you
- Join one of the most culturally and linguistically diverse workforces in Australia, with people of all ages, genders and 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.
We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA and Refugees. We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace. If you have any questions about accessibility, please contact our Diversity & Inclusion team on [email protected]
