Job Description
Permanent Fixed Term Contract until late April **** | Start 19 October | $***** per hour
Do you thrive on solving complex problems and turning challenging customer experiences into positive outcomes?
This account seeking experienced Resolution Specialists to join our team on a full-time, fixed term contract until late April ****.
This role is ideal for customer service professionals who excel at handling escalated enquiries, investigating customer concerns, and delivering fair, effective resolutions.
As a Resolution Specialist, you'll act as a key escalation point for complex customer interactions, taking ownership of cases from investigation through to resolution.
You'll work closely with customers and internal stakeholders to resolve account disputes, complaints, tolling enquiries, and other complex matters while providing an exceptional customer experience.
What You'll Be Doing
Manage escalated customer enquiries and complaints from initial investigation through to resolution
Handle complex account disputes, enquiries, payment-related concerns, and customer complaints
Conduct detailed investigations and analyse information to determine appropriate outcomes
De-escalate challenging customer interactions while maintaining professionalism and empathy
Apply policies and procedures to deliver fair and consistent resolutions
Liaise with internal teams to resolve customer issues efficiently
Maintain accurate case notes and case management records




Take ownership of customer outcomes and provide timely updates throughout the resolution process
What We're Looking For
Previous experience in complaints handling, escalations, resolutions, or complex customer service environments
Strong problem-solving and decision‐making skills
Excellent communication skills, both verbal and written
Ability to confidently manage difficult conversations and de‐escalate customer concerns
High levels of resilience, empathy, and professionalism
Strong attention to detail and ability to work across multiple systems
Contact centre experience is highly regarded
What's On Offer
Full-time hours, Monday to Friday
Rotating shifts between 8:00am and 6:00pm
$***** per hour
Fixed term contract (accrue annual leave and sick leave)
Start date: 19 October
Comprehensive training and ongoing support
Opportunity to work with a market‐leading organisation focused on customer outcomes
Concentrix is dedicated to creating an inclusive and supportive work workplace that values diversity in all forms.
As an equal opportunity employer, we invite applications from people of all cultures, abilities, backgrounds, and particularly from First Nations communities.
Our commitment to equity, diversity, and inclusion ensures that any necessary adjustments during the recruitment process are accommodated, We invite you to discuss any necessary support or adjustments you may need during the recruitment or employment process, assuring that such needs will not impact hiring decisions.

📌 Customer Resolution Specialist (Ballarat)
🏢 Concentrix
📍 Ballarat