Job Description
Customer Resolution Specialist, Byron Bay
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This is an opportunity to join a growing business with a genuinely great culture.
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02nd September, ****
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Are you great at turning a difficult customer situation around? You're calm when conversations get challenging. You listen, ask the right questions and get to the bottom of what's actually happened.
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Most importantly, you know that a great resolution isn't about simply saying yes to the customer – it's about finding an outcome that is fair, practical and right for everyone involved.
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We are recruiting a Customer Resolution Specialist to join a fast-growing business based in Byron Bay. With the organisation approaching 30,000 customers worldwide, the Customer Experience function is evolving to support its continued growth.
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You won't be sitting on a phone taking back-to-back inbound calls.
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Instead, you'll take ownership of customer cases that have already moved through the initial support channels and need someone experienced to step in, understand what's happened and find the best way forward.
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What might land on your desk?
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Every case will be different.
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A customer might have received something different to what they believed they were purchasing.
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They may have expected one outcome but experienced another.
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There might be questions around an installation, a bill, a warranty or how something was communicated during the sales process.
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Sometimes the solution might be a quick phone call or email.
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Other times, you'll need to investigate the entire customer journey, speak with different teams, understand what was communicated and determine the most appropriate resolution.
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Your role is to bring clarity, calm and common sense to the situation.
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What You'll Be Doing
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You'll manage customer resolution cases from investigation through to completion, including:
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Taking ownership of escalated customer matters that require additional investigation or support.
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Speaking with customers, predominantly through outbound communication, to understand their concerns and keep them updated.
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Investigating what has happened across different stages of the customer journey.
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Working closely with Customer Service, Sales, Operations, Installations, Technical and Compliance teams.
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Identifying where customer expectations and their actual experience may not have aligned.
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Finding practical and fair outcomes that work for both the customer and the business.
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Repairing and maintaining customer relationships when something hasn't gone to plan.
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Keeping accurate case notes and records within Salesforce.
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Identifying recurring themes and sharing insights with the broader business.
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Looking beyond the individual case to identify opportunities to improve processes and prevent similar issues in the future.
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02nd September, ****
n
Are you great at turning a difficult customer situation around? You're calm when conversations get challenging. You listen, ask the right questions and get to the bottom of what's actually happened.
n
Most importantly, you know that a great resolution isn't about simply saying yes to the customer – it's about finding an outcome that is fair, practical and right for everyone involved.
n
We are recruiting a Customer Resolution Specialist to join a fast-growing business based in Byron Bay. With the organisation approaching 30,000 customers worldwide, the Customer Experience function is evolving to support its continued growth.
n
You won't be sitting on a phone taking back-to-back inbound calls.
n
Instead, you'll take ownership of customer cases that have already moved through the initial support channels and need someone experienced to step in, understand what's happened and find the best way forward.
n
What might land on your desk?
n
Every case will be different.
n
A customer might have received something different to what they believed they were purchasing.
n
They may have expected one outcome but experienced another.
n
There might be questions around an installation, a bill, a warranty or how something was communicated during the sales process.
n
Sometimes the solution might be a quick phone call or email.
n
Other times, you'll need to investigate the entire customer journey, speak with different teams, understand what was communicated and determine the most appropriate resolution.
n
Your role is to bring clarity, calm and common sense to the situation.
n
What You'll Be Doing
n
You'll manage customer resolution cases from investigation through to completion, including:
n
n
Taking ownership of escalated customer matters that require additional investigation or support.
n
Speaking with customers, predominantly through outbound communication, to understand their concerns and keep them updated.
n
Investigating what has happened across different stages of the customer journey.
n
Working closely with Customer Service, Sales, Operations, Installations, Technical and Compliance teams.
n




Identifying where customer expectations and their actual experience may not have aligned.
n
Finding practical and fair outcomes that work for both the customer and the business.
n
Repairing and maintaining customer relationships when something hasn't gone to plan.
n
Keeping accurate case notes and records within Salesforce.
n
Identifying recurring themes and sharing insights with the broader business.
n
Looking beyond the individual case to identify opportunities to improve processes and prevent similar issues in the future.
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Depending on complexity, you may work across around eight cases in a day – some relatively straightforward and others requiring deeper investigation and coordination.
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What We're LookingFor
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You don't need to have held the title Customer Resolution Specialist before.
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You may come from customer service, customer success, complaints and resolutions, case management, insurance,
telecommunications,
utilities, financial services, operations or another workplace where you've had to navigate complex customer situations.
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You'll ideally bring:
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Strong customer service and relationship management skills.
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Confidence handling challenging customer conversations.
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A calm, empathetic and solutions-focused communication style.
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The ability to remain objective and consider both the customer and commercial perspective.
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Strong problem-solving and investigative skills.
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Good judgement and confidence making decisions.
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Excellent written communication skills.
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Strong organisation and follow-through.
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The ability to work across multiple teams and bring people together to solve a problem.
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Confidence managing multiple cases at different stages.
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Salesforce experience would be advantageous, but isn't essential.
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You'll Love This Role If You:
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Genuinelylike solving people's problems.
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Enjoy digging into a situation, asking questions and working out what happened.
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Are good at bringing the temperature down when someone is frustrated.
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Can be empathetic without losing sight of what's reasonable and fair.
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Get satisfaction from turning a difficult customer experience into a positive outcome.
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This isn't about closing tickets as quickly as possible.
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It's about getting to the right resolution and protecting the long-term customer relationship.
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For the right person, that could mean the opportunity to help shape the function and potentially build a team around you in the future.
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Ready for Your Next Move? If you're someone who can bring calm to a difficult conversation, clarity to a complicated situation and good judgement to finding the right outcome, we'd love to hear from you.

📌 Customer Resolution Specialist, Byron Bay
🏢 The Shift People
📍 Byron Bay