Customer Banking Specialist - Rosebud

Commonwealth Bank Of Australia; Melbourne; On-site; AUD 60,000 - 76,000; Full time

Job summary

Commonwealth Bank Of Australia is seeking a Customer Service / CareLine Consultant in Australia’s Melbourne area. The role supports customers from initial inquiry through to resolution, handling product questions, troubleshooting, complaints, and sales assistance.

Join a collaborative customer service team, coordinate with engineers and service partners, and contribute to positive customer outcomes while meeting KPIs and maintaining detailed records.

Qualifications

• Previous experience in customer service, contact centre or complaints management.
• Strong communication skills and a professional phone manner.
• Ability to stay calm and empathetic with frustrated customers.
• Strong problem-solving and decision-making skills.

Responsibilities

• Handle inbound calls and emails relating to product and service enquiries.
• Provide customers with product information, troubleshooting and usage advice.
• Manage consumer complaints and cases from initial contact to resolution.
• Aim for first-contact resolution wherever possible.
• Coordinate service bookings with internal engineers and service partners nationally.
• Reschedule appointments and keep customers informed throughout the process.
• Identify potential sales and direct replacement opportunities.
• Guide customers through purchasing and payment processes.
• Escalate complex matters as needed.
• Maintain accurate customer and case records.
• Collaborate with internal departments and external service partners.

Skills

Customer service

Complaint management

Communication skills

Problem solving

Organisational skills

Multisystem experience

CRM systems

Tools

CRM systems

Database access

Job description

Customer Service / CareLine Consultant

Are you an experienced customer service professional who enjoys solving problems, supporting customers and seeing an issue through to resolution?

We are seeking a confident and empathetic Customer Service / CareLine Consultant to join a well-established, highly regarded organisation representing some of the world’s leading home appliance brands.

This is a varied role combining inbound customer service, complaint and case management, troubleshooting, service coordination and sales support.

The Role

As part of the Customer Service team, you will be responsible for providing an exceptional experience to consumers from their initial enquiry through to resolution.

Your responsibilities will include:

• Handling inbound calls and emails relating to product and service enquiries
• Providing customers with product information, troubleshooting assistance and usage advice
• Managing consumer complaints and cases from initial contact through to resolution
• Working towards first-contact resolution wherever possible
• Managing a portfolio of customer cases and ensuring they are actioned within required timeframes
• Coordinating service bookings with internal engineers and authorised service partners nationally
• Rescheduling appointments and keeping customers informed throughout the process
• Identifying potential sales and direct replacement opportunities
• Guiding customers through purchasing and payment processes
• Escalating complex matters through the appropriate channels
• Maintaining accurate and detailed customer and case records
• Working closely with internal departments, sales teams and external service partners
• Providing additional support across the Customer Service team when required

About You

We are looking for someone who genuinely enjoys helping customers and is comfortable managing challenging conversations.

To be successful, you will ideally bring:

• Previous experience in customer service, contact centre or complaints management
• Strong communication skills and a professional phone manner
• The ability to remain calm and empathetic when dealing with frustrated customers
• Strong problem-solving and decision-making skills
• Excellent organisation and case management capabilities
• Confidence working across multiple systems and databases
• Strong attention to detail and accurate record keeping
• The ability to manage competing priorities and work to KPIs and deadlines
• A proactive, solutions-focused approach
• Experience coordinating service technicians or appointments would be highly regarded

You will be joining a collaborative customer service environment where you can build your product knowledge, develop your problem-solving skills and take ownership of delivering positive outcomes for customers.

If you are passionate about customer service and enjoy turning challenging situations into positive customer experiences, we would love to hear from you.

What’s on offer

• A place where you can move your career forward, where you’ll be continuously backed to make new ideas happen and the chance to do work that makes real, significant impact in the world.
• We’re proud to be recognised as one of Australia’s Best Workplaces™ by Great Place to Work®, a Family Friendly Workplace and a WORK180 endorsed employer for women.
• The support of a highly engaged, high-performing team including a leadership team that you’ll actually have face time with.
• 24 weeks paid parental leave for primary caregivers, four weeks paid secondary caregivers leave and paid family & fertility planning leave.