Complaints Resolution Officer

Our client, a leader in the automotive industry, seeks a dedicated and experienced customer service officer to join their quality & service team. With a strong commitment to customer satisfaction and operational excellence, our client offers an exciting opportunity to contribute to their mission of delivering exceptional guest experiences.

Role Overview:

In this position , you will be instrumental in managing end-to-end case resolution across various communication channels, ensuring timely and efficient solutions for our guests. This role requires proactive engagement with guests and stakeholders, adherence to regulatory requirements, and collaboration with internal teams to uphold service standards.

Key Responsibilities:

• Manage end-to-end case management through inbound/outbound calls, emails, social media, and live chat.
• Recommend solutions aligned with policies to resolve queries promptly and enhance guest satisfaction.
• Utilise Salesforce to input guest information, analyse trends, and provide actionable insights.
• Follow up with guests to update them on case statuses and facilitate timely resolution.
• Support the implementation and maintenance of processes to achieve Guest Experience Centre objectives.
• Collaborate effectively with key stakeholders to address inquiries and close cases efficiently.
• Monitor tasks for compliance with regulatory standards to mitigate organisational risks.

Qualifications and Experience:

• Previous, proven experience in a contact centre environment
• Finely honed dispute / complaint resolution experience
• Degree qualification or equivalent experience.
• Exceptional verbal and written communication skills.

Core Skills:

• Action Oriented: Takes initiative and thrives in a dynamic environment.
• Collaboration: Works effectively with teams to achieve shared goals.
• Effective Communication: Communicates clearly to address diverse audience needs.
• Customer Focus: Builds strong relationships and delivers customer-centric solutions.
• Nimble Learning: Actively learns from experiences to adapt strategies.

Why Apply: Joining our client's team means becoming part of a forward-thinking organisation dedicated to excellence in customer service. They offer competitive compensation and a supportive work environment where your contributions are valued and recognised.

Application Process: To apply for this exciting opportunity, please apply to this advertisement today!

Our client is committed to creating a diverse environment and is an equal opportunity employer.
Additional information

• Altona location - free onsite parking available
• $36 - $38 + Super hourly rate on offer
• 6 month contract with possibility of extension