Customer Journey & Dispute Resolution Specialist

American Express; Sydney; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Wellbeing benefits

Parental leave

Job summary

American Express is seeking a Customer Resolution Specialist to own a customer's complaint journey end-to-end in Australia. You will investigate issues, collaborate with multiple teams, and make informed decisions that matter.

The role focuses on Internal and External Dispute Resolution, regulatory matters, and privacy requests. You will be trained, supported by a growth-focused team, and encouraged to develop your expertise in a dynamic, customer-centric environment that values trust and

Qualifications

• Experience in complaints, credit or financial services is highly regarded.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and ability to build relationships with customers and colleagues.
• Ability to stay calm and solve problems in challenging situations.

Responsibilities

• Listen to customers and communicate throughout their complaint journey.
• Use available tools and collaborate with teams to determine the right way forward.
• Be proactive in improving the customer experience with American Express.
• Maintain high levels of organisation and availability across all channels of contact.
• Be a supportive colleague within a high performing team.

Skills

Customer service

Complaint handling

Interpersonal skills

Communication

Job description

American Express is seeking a Customer Resolution Specialist to own a customer's complaint journey end-to-end in Australia. You will investigate issues, collaborate with multiple teams, and make informed decisions that matter.

The role focuses on Internal and External Dispute Resolution, regulatory matters, and privacy requests. You will be trained, supported by a growth-focused team, and encouraged to develop your expertise in a dynamic, customer-centric environment that values trust and