Customer Resolutions Officer

**Customer Resolutions Officer**

**Full Time**

? Are you highly empathetic with a professional phone manner?
? Can you think your way through problems to come up with viable solutions?
? Do you want to expand your skills and become part of a specialised team?

**The Opportunity**

We are looking for a professional, self-motivated, and empathetic person who is committed to understanding our customers concerns and utilising their effective problem-solving skills to ensure the efficient and fair resolution of complaints.

As a Customer Resolutions Officer, you are responsible for understanding, investigating and resolving customer complaints over the phone as the first line of escalation in accordance with Greenstone's complaints management policies, framework, and operating principles.

**About you**
- Excellent customer service skills with experience in conflict resolution and negotiation skills
- Excellent listening, verbal and written communication skills with our internal and external stakeholders and customers
- Detailed orientated with strong time management skills to meet strict deadlines
- Ability to work under pressure and in a constantly changing environment
- Highly empathetic individual with strong resilience
- Ability to work autonomously and pro-actively within a small team as well as effectively work cross-functionally through developing effective working relationships across the business.
- A strong ability to multitask
- Identify and report on recommendations for improvements to systems, processes or products that have been identified during the investigation of complaints
- Commitment to the delivery of exceptional customer service on all customer interactions
- Demonstrate Greenstone values on a daily basis

**Our Promise to Our People**

We are passionate about our core values of Customer First, We Care, One Team, and Results Driven, which define how we approach our work. We recognise that our colleagues are the key to our success. That's why you can expect to be rewarded for the hard work you put in through job satisfaction, career development and the fantastic range of benefits we offer:
**What's in it for you?**
- Funded Induction product training and on-going coaching and support
- Career progression opportunities and growth pathways
- Fantastic employee benefits including insurance discounts on many products exclusive to our employees
- A subsidised on-site company cafe (weekly free lunch)
- Hybrid working week flexbility working both in office and working from home
- Company funded paid parental leave benefit (18 weeks)
- Health & well-being initiatives and programs including free access to on site gym facility
- Opportunity to take part in in-house leadership & emotional intelligence workshops
- Quarterly award functions and a grand annual conference to recognise our people
- Retail discounts e.g. movie tickets, Taronga Zoo entry, live shows + more
- Morsl market (a fully automated self-serve, food and drink marketplace with a wide variety of meals, snacks and drinks)

**Who is Greenstone?**

Greenstone distributes insurance products under trusted brands such as Real Insurance, RSPCA Pet Insurance, Guardian, Medibank, Woolworths, Guide Dogs Pet Insurance, Kogan Life Insurance, Australian Seniors Insurance Agency and Choosi.

We are the leading distributor of direct Insurance products in the Australian insurance market. Since launching into the Financial Services sector in 2007, Greenstone has experienced a commanding volume of growth being recognised for our credible brands, customer focused values and people-driven work culture.

We are passionate about our core values, which contribute towards the positive culture that supports our employees, our customers and our community.

Great central location in Norwest Business Park, Bella Vista 2153 - only a short walk from Norwest Metro station (also direct bus access from Parramatta and Blacktown).