Arbitration & Customer Experience Lead

Ritchie Bros. Auctioneers, Inc.; Gold Coast City; In loco; AUD 70.000 - 110.000; Tempo pieno

Descrizione del lavoro

Ritchie Bros Auctioneers, Inc. on the Gold Coast seeks a Senior Customer Care Specialist to support the administrative execution of customer complaints and ensure a smooth journey for IAA Buyers.

The role involves decision-making in the absence of the manager and collaboration with internal/external counsel to resolve issues. You will coordinate with internal resources, manage arbitration processes, and contribute to fair compensation practices while upholding RB Global systems and reporting

Competenze

• Relevant trade qualifications in light or heavy mechanical fields.
• Certificate III in Automotive Sales is required or highly valued.
• Certificate III or IV in Business complements customer-facing roles.

Mansioni

• Oversee the queries/complaints raised by Buyers relating to IAA Auctioned stock.
• Support timely and fair resolution of complex buyer queries/complaints relating to assets sold.
• Develop consistent application of compensation for fairness for all buyers.
• Improve arbitration processes and maintain appropriate records.
• Resolve escalated buyer questions, complaints, and requests.
• Maintain service levels and reflect the company philosophy of exceptional customer service.
• Escalate problems to senior management.

Conoscenze

Excellent written and verbal comms

High level computer skills

Automotive parts sales experience

Ability to work under pressure

Experience handling complex automotive

Formazione

Relevant Trade Qualified in Light/Heavy Mechanical Field

Certificate III in Automotive Sales

Certificate III or IV in Business

Strumenti

RB Global computer systems

Descrizione del lavoro

Ritchie Bros Auctioneers, Inc. on the Gold Coast seeks a Senior Customer Care Specialist to support the administrative execution of customer complaints and ensure a smooth journey for IAA Buyers.

The role involves decision-making in the absence of the manager and collaboration with internal/external counsel to resolve issues. You will coordinate with internal resources, manage arbitration processes, and contribute to fair compensation practices while upholding RB Global systems and reporting