Customer Service Specialist

About the Role :

We are looking for a dedicated and proactive Customer Resolutions Specialist to join the team for a 12-month fixed-term contract, with the possibility of extension. In this role, you will be responsible for managing escalated customer complaints and internal escalations ensuring timely and satisfactory resolutions.

This presents an excellent opportunity for service advisors / technicians within dealerships with a flair for customer service wanting to move into a head office role within a premium automotive manufacturer. Or this could be a great opportunity for a candidate with complaints management and negotiation experience.

Key Responsibilities :

• Address customer complaints through discussion, investigation, problem-solving, and negotiation to achieve timely resolutions.
• Follow company guidelines to maintain or improve customer satisfaction during the complaint handling process.
• Manage escalated customer issues to ensure a premium customer experience.
• Keep detailed and accurate records of customer interactions.
• Identify trends and root causes of complaints and recommend process improvements.
• Resolve customer issues while building and maintaining strong customer relationships.
• Ensure compliance with all relevant regulations and obligations.
• Provide updates on complaint root causes and suggest business improvements.

Key Requirements :

How to Apply :

To apply online, click the link below and send your resume in WORD format. Alternatively, for a confidential discussion, please contact Christine Ferdinand at 03 9535 2111.