Customer Complaints Specialist

Full Time Permanent position available to work for this global company based in Newcastle! $75-85k plus super! Managing complaints across Aust & NZ!

Tenacity CX is a leading supplier of recruitment solutions to the Customer Experience and Contact Centre Industry. We are proud partners of a leading Global, Luxury Travel Company, who are looking for a Customer Complaints Superstar to join their team!
As a Customer Complaints Specialist, you will:

• Liaise with customers and Travel Agents across Australia and New Zealand via email and phone regarding post travel complaints, conflict resolution and feedback for improvement.
• Investigate complaints to accurately identify facts surrounding customer issues and establish customer requirements.
• Maintain continuous communication with customers and Travel Agents, ensuring professional and timely responses from initial contact to resolution.
• Document all interactions with customers and Travel Agents meticulously
• Provide suggestions and solutions to achieve customer satisfaction, including assessment of eligibility for reimbursement.
• Ensure compliance with all company policies and procedures.
• Assisting with on-tour customer emergencies.
• Collaborate with Global Delivery Teams

To be successful in this role, you will need:

• Demonstrated experience in a complaints handling and conflict resolution role
• Experience in the travel industry is not essential
• Exceptional verbal and written communication skills
• Ability to adhere to tight timeframes
• A high level of resilience; ability to work well under pressure, remaining calm when facing difficult situations
• Ability to work well independently, using your initiative and being self-motivated
• A drive to succeed and a motivation to provide an excellent customer experience

What’s in it for you?

• Full Time Permanent position – Monday to Friday
• Hybrid work from home and office arrangements – office located in Newcastle CBD – close to public transport!
• Supportive environment with family feel culture
• Opportunity to be part of a global team where you will collaborate on a weekly basis
• Get involved in a company that encourages new ideas and process improvement across teams globally
• $75-85k plus superannuation commensurate with experience
• Fitness pass and discounts
• Reward and Recognition – Incredible Travel Discounts included for family and friends!!
• Work for a reputable Global, Luxury Travel Company, who are customer centric and truly value their people.

If this is ticking your boxes, don’t delay, as you don’t want to miss this opportunity – apply now with your resume in Word format - we are interviewing immediately!