Customer Resolution Specialist

About the Role:

We are looking for a dedicated and proactive Customer Resolutions Specialist to join a leading premium automotive brand on a full time 12-month fixed-term contract, with the possibility of extension. Working within the head office team, you will manage escalated customer complaints using investigation, problem-solving and negotiation skills to achieve timely and appropriate resolutions while maintaining the high level of customer experience expected of a premium brand.

This presents an excellent opportunity for service advisors/technicians within dealerships with a flair for customer service wanting to move into a head office role within a premium automotive manufacturer. Or this could be a great opportunity for a candidate with complaints management and negotiation experience.

Key Responsibilities:

• Address customer complaints through discussion, investigation, problem-solving, and negotiation to achieve timely resolutions.
• Follow company guidelines to maintain or improve customer satisfaction during the complaint handling process.
• Manage escalated customer issues to ensure a premium customer experience.
• Keep detailed and accurate records of customer interactions.
• Identify trends and root causes of complaints and recommend process improvements.
• Resolve customer issues while building and maintaining strong customer relationships.
• Ensure compliance with all relevant regulations and obligations.
• Provide updates on complaint root causes and suggest business improvements.

Key Requirements:

• Experience managing complaints and customer escalations.
• Familiarity with call centre operations or automotive sales/aftersales support.
• Strong telephone communication, empathy, and resilience for handling conflicts and tough conversations.
• Excellent listening, customer service and negotiation skills
• Ability to multi-task and work with dealership staff and various internal departments to provide issue resolution for customers
• Commitment to quality, adherence to brand values, initiative, and teamwork.
• Proficiency with computers and knowledge of a Windows-based environment.
• Enthusiasm and interest in automotive industry
• Ability to understand technical details and understanding of automotive industry is highly regarded

How to Apply:

To apply online, click the link below and send your resume in WORD format. Alternatively, for a confidential discussion, please contact Alexis Martin at [03 9535 2111](tel:03 9535 2111).