AddressAs Afterpay’s Dispute Resolutions Specialist, you’ll handle and resolve customer and merchant disputes in a fair, transparent and timely manner. The successful candidate will be the key point of contact within our Customer Service team for all escalated disputes and will be closely involved in the complaint lifecycle from escalation, to IDR and EDR.
You Will:
Investigate, manage and resolve escalated and complex customer and merchant disputes, in accordance with the complaints policy.
Provide support to the Customer Service team for escalated complaints, where first and second level resolution team members have not been able to resolve.
Provide input into Afterpay's Internal Dispute Resolution (IDR) responses to resolve complaints
Prepare detailed, logical and well explained External Dispute Resolution (EDR) responses to AFCA, other Dispute Resolution bodies and consumer advocacy groups
Prepare reporting for stakeholders on complaint volumes, complaint categories and insights for both internal and external Dispute Resolution.
Analyse complaint data, report on trends to the business, and make recommendations to improve processes.
Manage multiple dispute cases simultaneously and in an efficient manner
Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved
