Resolutions Specialist
MMSG
- Melbourne, VIC
- Permanent
- Full-time
- Resolving escalated customer complaints in the manner in which they are received.
- Where possible, preventing internal and external escalation.
- Fully investigate customer complaints.
- Support the identification of system, process and performance issues within the Maxxia operations business.
- Have knowledge of, and be able to advise on all aspects of the organisation’s internal complaint procedures.
- Maintain a high standard of process and product knowledge including employer policies and guidelines.
- Ensure knowledge of and compliance with legislative, regulatory and employer policy requirements including compliance with the Privacy Act, Financial Services Regulatory Authority and the Trade Practices Act.
- Focus on Net Promoter Score by delivering high quality customer service on every customer interaction.
- Enter detailed information into all systems and reports as per processes outlined and developed within the resolutions team in conjunction with the Social Media and Complaints Manager.
- Provide support for the Digital Engagement team.
- Other duties as required.
- Ability to deliver information in a clear, concise manner.
- Ability to identify and resolve potential future issues, and be a keen problem solver who thinks outside the box.
- Strong decision-making skills and the ability to clearly articulate the reasons why the decision has been made.
- Ability to maintain a high quality of service in a fast-paced, high volume team.
- Willingness to communicate across a number of different mediums, phone, email, live chat etc. as required.
- Willingness to own a customer’s complaint from Receipt to Resolution.
- Strong understanding of internal processes and the regulatory environment, or willingness to learn.
- Strong interpersonal skills with the ability to build rapport with customers over the phone.
- Accurate data entry skills with a high level of attention to detail.
- Negotiation skills.
- Ability to display empathy, respect and courtesy.
- Have a patient and calm demeanour whilst maintaining confidence
- Be passionate about providing the best customer experience.
- Intermediate level of IT skills, experience in word processing packages, database and email
- Proven solution-based mindset
- Previous customer service experience
- Knowledge and understanding of Fringe Benefits Tax
- Detailed knowledge of MMSG Business Units and Process workflows