Complaints Resolution Officer - Melbourne
Only for registered members Melbourne, Australia
1 month ago
Job summary
We are seeking a dedicated and experienced customer service officer to join our 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.
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.
- 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
- 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.
Job description
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