Permanent Fixed Term Contract until late April **** | Start 19 October | $***** per hourDo 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 DoingManage escalated customer enquiries and complaints from initial investigation through to resolutionHandle complex account disputes, enquiries, payment-related concerns, and customer complaintsConduct detailed investigations and analyse information to determine appropriate outcomesDe-escalate challenging customer interactions while maintaining professionalism and empathyApply policies and procedures to deliver fair and consistent resolutionsLiaise with internal teams to resolve customer issues efficientlyMaintain accurate case notes and case management recordsTake ownership of customer outcomes and provide timely updates throughout the resolution processWhat We're Looking ForPrevious experience in complaints handling, escalations, resolutions, or complex customer service environmentsStrong problem-solving and decision‐making skillsExcellent communication skills, both verbal and writtenAbility to confidently manage difficult conversations and de‐escalate customer concernsHigh levels of resilience, empathy, and professionalismStrong attention to detail and ability to work across multiple systemsContact centre experience is highly regardedWhat's On OfferFull-time hours, Monday to FridayRotating shifts between 8:00am and 6:00pm$***** per hourFixed term contract (accrue annual leave and sick leave)Start date: 19 OctoberComprehensive training and ongoing supportOpportunity to work with a market‐leading organisation focused on customer outcomesConcentrix is dedicated to creating an inclusive and supportive work environment that values diversity in all forms.
As an equal chance 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.
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📌 Customer Resolution Specialist (Ballarat)
🏢 Concentrix
📍 Ballarat