Customer Resolution Specialist
Job No:
ECH1250
Location:
Parkside
Build capability I Coach, mentor and develop I Champion Innovation
Share knowledge, best practices & insight
Drive continuous improvement I Foster a customer-centric culture.
About ECH
At ECH, we take pride in our work, our teamwork, and the positive impact we make on people’s lives. We believe our people drive our success, and how we work together is just as important as what we achieve. By embracing technology and flexible working, we create a better balance between work and life.
We're always looking for ways to improve the lives of older South Australians. To do this, we invest in our people. Everyone has the chance to grow, learn, and advance their career at ECH. We also value and celebrate diversity, recognising the strength it brings through different ideas, experiences, and perspectives.
About the Opportunity
The Customer Resolution Specialist serves as the cornerstone of our customer experience framework, acting as the primary escalation point for managing and resolving customer grievances across multiple channels.
This pivotal role demands exceptional investigative skills to thoroughly analyse customer feedback, determine root causes, and coordinate with various departments to implement effective solutions.
The Customer Resolution Specialist ensures all grievances are handled with the highest level of professionalism and empathy, while maintaining strict adherence to ECH policies and regulatory requirements, ultimately working to transform challenging situations into opportunities for service improvement and customer satisfaction.
Beyond complaint resolution, this position plays a crucial role in elevating customer service standards through cross-functional training and support initiatives.
About You
As the Customer Resolution Specialist, you will bring a robust foundation of at least 3-5 years in customer service or complaint management, with demonstrated success in navigating complex customer interactions. Your exceptional interpersonal skills and empathetic approach enable you to build strong relationships with diverse stakeholders while maintaining composure in challenging situations.
Proficiency in complaint management systems and Microsoft Office Suite, combined with strong analytical capabilities and meticulous attention to detail, are essential for this success in this role.
While not mandatory, relevant certifications in Customer Service Management or Business Administration would be viewed as an advantage
This rewarding role enables you to create meaningful impact through your empathetic communication style, building a supportive and responsive environment for our residents and their families. Your ability to engage with compassion while ensuring timely resolutions will be key to enhancing our residents' experience and wellbeing.
Some Perks for You
The Customer Resolution Specialist will work with a supportive and agile team that values the growth and development of its people. ECH work with its employees to foster growth and provide opportunities that align to your own professional career goals.
As part of a not-for-profit organisation, you can enjoy salary packaging benefits of up to $18,549 per year to reduce your taxable income.
Applications close: Friday 31stJanuary 2025
We will be reviewing applications as they come in and will move quickly to secure the right candidate. Should you be interested in a confidential discussion, you can connect in with Mellisa Bennetts, Senior Talent Acquisition Business Partner on mellisa.bennetts@ech.asn.au
We encourage individuals from diverse backgrounds to apply, including those living with a disability, from culturally or linguistically diverse backgrounds, part of the LGBTI community, or Aboriginal and Torres Strait Islander people. If you require reasonable adjustments or would like to share your pronouns at any stage of the application or interview process, please let us know.
In submitting your application, you agree to our ECH Recruitment Process Terms and Conditions