Complex Customer Resolution Specialist

Ferocia; Melbourne; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Generous leave policies

Parental leave policies

Flexible work options

CBD office with rooftop gym

Job summary

Ferocia is seeking a Customer Resolutions Specialist in Naarm/Melbourne to help customers navigate complex issues, manage escalations, and drive improvements in complaint handling. You will work with Senior specialists and the Support Escalation Manager to learn decision-making and handle high-impact cases with empathy.

This role combines hands-on problem-solving with proactive process improvement, offering coaching, feedback, and opportunities to grow your career in customer resolutions.

Qualifications

• Excellent verbal and written communication skills, especially in high stakes conversations.
• Ability to stay composed under pressure while delivering fair outcomes.
• Strong problem-solving and analytical abilities for complex issues.
• Good prioritisation to juggle multiple tasks and sensitivities.
• Empathy and genuine care in resolving customer issues.
• Willingness to learn, grow, and take feedback for improvement.

Responsibilities

• Manage escalated customer complaints across chat, email, and phone, ensuring customers feel heard and receive timely resolutions.
• Ensure compliance with internal standards and regulatory requirements governing complaint handling (RG271).
• Provide guidance to the broader Support team on complaint handling practices.
• Identify root causes of complaints and drive continuous improvement opportunities.
• De-escalate challenging conversations with patience and calmness, balancing customer needs with business requirements.
• Maintain accurate complaint records, investigations, actions, and outcomes.
• Collaborate with cross-functional teams to solve problems and improve outcomes for customers.

Skills

Problem solving

Communication

Resilience

Prioritisation

Autonomy

Team collaboration

Curiosity

Empathy

Job description

Ferocia is seeking a Customer Resolutions Specialist in Naarm/Melbourne to help customers navigate complex issues, manage escalations, and drive improvements in complaint handling. You will work with Senior specialists and the Support Escalation Manager to learn decision-making and handle high-impact cases with empathy.

This role combines hands-on problem-solving with proactive process improvement, offering coaching, feedback, and opportunities to grow your career in customer resolutions.