Customer Dispute Resolution Specialist

Transurban Group; City of Melbourne; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Onsite training

Flexible work arrangements

Parental leave

Learning & development

Job summary

Transurban Group seeks a Customer Specialist Support Advisor in Melbourne to resolve complex disputes with empathy and efficiency. You will manage escalated complaints across calls and email, coordinating with internal teams and external partners to ensure fair outcomes while maintaining clear progress updates.

The role emphasizes de-escalation, meticulous case management, and collaboration across departments, with onsite training and potential flexible work arrangements.

Qualifications

• Minimum 2 consecutive years of experience in a high-volume contact centre environment, complaint-handling or credit/collections role, with dispute resolution techniques.

Responsibilities

• Manage all aspects of escalated customer contact in relation to complaints via voice calls and email.
• Investigate and resolve complex cases, partnering with customers and providing regular progress updates.
• Build and maintain relationships with internal teams and external partners, including community and financial counselling groups.
• Identify systemic or recurring issues and provide feedback to improve processes and prevent future complaints.
• Take full accountability for stakeholder inquiries with clear written correspondence and approved credits/waivers.

Skills

Dispute resolution

Empathy

Communication

De-escalation

Multitasking

Tools

CRM systems

Job description

Transurban Group seeks a Customer Specialist Support Advisor in Melbourne to resolve complex disputes with empathy and efficiency. You will manage escalated complaints across calls and email, coordinating with internal teams and external partners to ensure fair outcomes while maintaining clear progress updates.

The role emphasizes de-escalation, meticulous case management, and collaboration across departments, with onsite training and potential flexible work arrangements.