Work with a leading Melbourne organisation, contribute to the ongoing development of a professional complaint resolution service.
You will be working for a leading transport provider in Melbourne CBD. You will be responsible for managing a complaints caseload and investigating complaints in a timely manner providing exceptional customer service.
Responsibilities will include:
Manage complaints caseload and prioritise according to level of urgency, responding by letter, phone, or email in a timely manner. Investigate all issues thoroughly and liaise with various business units to ensure a satisfactory outcome. Respond on Ministerial, government and Public Ombudsman queries as required. Ensure you are restoring passenger confidence and appropriate follow-up actions have taken place. Meet and exceed weekly individual and team targets for cases closed, telephone resolutions, and internal/external escalations. You will have the following:
Previous experience in complaints environment. Highly developed written and verbal communication skills. Intermediate knowledge of the MS Office suite including Word, Excel, and Outlook. Ability to think ahead, proactively make decisions and problem-solve. Proven experience working in a busy environment. Be hard-working, punctual, and organized. Work effectively and autonomously to specific deadlines while maintaining a high level of accuracy. An aptitude to grow and learn. Benefits:
This company offers a collaborative working culture with a diverse workforce, a commitment to equity, and a flexible environment. Safety and zero harm are at the heart of their values.
Please note you will need to obtain a police check for this role before commencing.
If this sounds interesting, please apply online with your CV, including a cover letter.
At Charterhouse, we embrace and value diversity of culture, working arrangements, sexual orientation, and gender identity. On behalf of our client, we promote a workplace that actively seeks to include and welcome unique contributions of all people; to embrace and celebrate the value of Aboriginal and Torres Strait Islander staff, their skills and contributions to the workplace.
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