Customer Advocate

  • Work in a high energy environment that recognises and rewards its people

  • Lead the organisation in delivering great customer experience

  • Great package with career succession opportunities

 

Our client's mission is to offers great value and award-winning customer service to its customers while making it simple as possible for them to do business.  

The Role

Reporting to the Manager, Customer Advocacy, the purpose of the role is to resolve retail customer complaints received via the internal operations team and Ombudsman offices. In addition, through the effective and efficient management of complaints you will proactively identify areas for process and policy improvement that improve customer experience and mitigate the organisation’s exposure to complaints and compliance risk and assist resolving these issues. 

 

Key to achieving success in this role is ensuring the timely and efficient resolution of complaints. This is achieved through strong customer and stakeholder relationships (both internal & external) and working with these stakeholders to ensure both resolution of issues, and identification of areas for improvement. 

 

You will be accountable for:

  • Resolving customer received via the internal operations team and Ombudsman offices in all markets the organisation operates. 

  • Identifying and assisting in the resolution of any systemic issues leading to an improved customer experience and reduction in customer complaints.

  • Identifying opportunities to develop and improve the internal systems, processes and policies related to the organisation’s complaint management and assist in making any improvements. 

  • Updating all systems timely so that accurate reporting can be obtained.

Don't miss this exceptional opportunity, please apply by forwarding your CV and Cover letter.

Location (Primary)

Melbourne CBD, Victoria

Experience

Minimum 12 months experience in a customer advocacy or customer service role 

Employment Terms

Permanent

Essential Skills and Experience
  • Excellent communication skills both verbal and written, with an ability to communicate and interact with all levels of business,

  • Ability to build relationships with a view to influencing stakeholders (internal & external).  

  • Highly developed interpersonal skills with the ability to effectively communicate with, listen to and interact with a diverse workforce and effectively negotiate and resolve issues leading to business improvements.

  • Able to identify regulatory compliance breaches.

  • Proven track record in achieving results and ability to prioritise work and work under pressure.

  • Minimum 12 months experience working within a customer advocacy role or customer service role with an understanding of the regulatory environment.

  • Confident in decision making and able to work with minimal supervision, including the ability to work with conflicting priorities.

  • Experience in resolving difficult complaints which includes managing conflict.

If you are interested in an opportunity to drive customer advocacy and be a part of an agile and fast growing CX focussed business – Call Isabella Villani on 0407 889 987 or send your application to  Isabella.villani@exceedglobal.com .


You must have the right to live and work in Australia.
 

This role does not have provisions to accept overseas applications. ​

Level 14, 330 Collins Street

Melbourne, VIC, 3000

Australia

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