Customer Resolution Specialist

Overview

We are looking to add a diligent and customer-oriented Customer Resolution Specialist to our collaborative support team based in North Sydney. This role demands managing queries related to customers and providers efficiently, coordinating resolutions, and ensuring all parties experience professional and timely service.

Key Responsibilities

• Handle the shared Service Inbox by responding to or redirecting queries appropriately.
• Investigate and resolve inquiries from customers and providers promptly and effectively.
• Open and oversee cases from the initial contact through to resolution completion.
• Keep detailed and accurate case documentation including follow-up dates and supporting materials.
• Escalate sensitive or urgent issues to management when necessary.
• Ensure all cases meet designated resolution timelines and comply with service standards.
• Address internal requests in a timely and professional manner.
• Manage documentation for customers, providers, and services, including handling signed Letters of Authority confidentially.
• Safeguard the privacy and confidentiality of customer and provider data.
• Contribute to the creation and enhancement of internal procedures, reference guides, and forms.
• Spot opportunities for process optimization and cost savings that benefit customers.
• Support and document progress on continuous improvement initiatives.
• Consistently achieve quality benchmarks, service targets, and key performance indicators.

Candidate Profile

• Experience in customer service, case or complaint management, or query resolution roles.
• Excellent verbal and written communication capabilities.
• Strong interpersonal skills paired with a professional demeanor.
• Well-developed planning, organization, and time management skills.
• Ability to handle multiple priorities and deadlines effectively.
• Resourceful, proactive, and adept at problem-solving.
• Detail-oriented with a commitment to achieving results.
• Familiarity with Microsoft Office productivity tools.
• Relevant professional credentials or equivalent hands-on experience.
• Background in Insurance, Energy, or Utilities sectors is a plus but not mandatory.

Additional Requirements

Applicants must hold full working rights in Australia as either a citizen or permanent resident. The role is onsite in North Sydney, with responsibilities that demand ownership of inquiries and thorough follow-through to resolution. Clear documentation, effective communication, and initiative in improving customer service practices are essential for success in this position.