Complaints Resolution Specialist (Flexible Hours)

Transurban Group; Melbourne; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Onsite training

Flexible working options

Career development

Paid training period

Job summary

Transurban Group is seeking a Customer Specialist Support Advisor (Complaints) to resolve complex customer issues with empathy and timeliness. The role involves handling escalations via voice and email, investigating cases, and keeping customers updated on progress.

You will work with internal teams and external partners to implement fair outcomes. The position requires strong de-escalation skills, multi-tasking, and excellent written communication.

Qualifications

• Experience in a high-volume contact centre or complaints/credit/collections role with dispute resolution techniques.
• Ability to de-escalate conflicts and find fair, effective solutions.
• Strong written and verbal communication for diverse audiences.

Responsibilities

• Manage escalated customer complaints across channels with timely, professional resolution.
• Investigate complex cases and collaborate with customers to agree actions.
• Build relations with internal teams and external partners; provide feedback to prevent recurrence.

Skills

Customer contact handling

Complaint handling

Dispute resolution

Communication

Empathy

Tools

CRM systems

Case management systems

Job description

Transurban Group is seeking a Customer Specialist Support Advisor (Complaints) to resolve complex customer issues with empathy and timeliness. The role involves handling escalations via voice and email, investigating cases, and keeping customers updated on progress.

You will work with internal teams and external partners to implement fair outcomes. The position requires strong de-escalation skills, multi-tasking, and excellent written communication.