Customer Resolution Specialist

Concentrix; Ballarat; On-site; AUD 39,000 - 52,000; Full time

Benefits offered by this job

Fixed term contract until late April 7

Training and ongoing support

On-site in Ballarat

Job summary

Concentrix is seeking a capable Resolution Specialist to join our Ballarat team on a full-time, fixed term contract until late April 2027. Start date is 19 October. The role pays $33.00 per hour and offers training and ongoing support.

You will handle escalated enquiries, investigate customer concerns, and deliver fair, effective resolutions while maintaining an exceptional customer experience. Prior complaints handling or contact centre experience is highly regarded.

Qualifications

• Experience in complaints handling, escalations, resolutions, or complex customer service environments.
• Strong problem-solving and decision-making skills.
• Excellent verbal and written communication.
• Ability to de-escalate difficult conversations with professionalism.
• Resilience, empathy and high attention to detail.
• Contact centre experience is highly regarded.

Responsibilities

• Manage escalated enquiries and complaints from investigation to resolution.
• Handle complex account disputes, enquiries, and payment-related concerns.
• Conduct detailed investigations and analyse information for outcomes.
• De-escalate challenging interactions with professionalism.
• Apply policies to deliver fair resolutions.
• Liaise with internal teams to resolve issues efficiently.
• Maintain accurate case notes and records.
• Take ownership of outcomes with timely updates.

Skills

Escalation handling

Problem solving

Communication skills

Empathy

Attention to detail

Job description

Permanent Fixed Term Contract until late April 2027 | Start 19 October | $33.00 per hour

Do you thrive on solving complex problems and turning challenging customer experiences into positive outcomes?

This account seeking experienced Resolution Specialists to join our team on a full-time, fixed term contract until late April 2027. This role is ideal for customer service professionals who excel at handling escalated enquiries, investigating customer concerns, and delivering fair, effective resolutions.

As a Resolution Specialist, you'll act as a key escalation point for complex customer interactions, taking ownership of cases from investigation through to resolution. You'll work closely with customers and internal stakeholders to resolve account disputes, complaints, tolling enquiries, and other complex matters while providing an exceptional customer experience.

What You'll Be Doing

• Manage escalated customer enquiries and complaints from initial investigation through to resolution
• Handle complex account disputes, enquiries, payment-related concerns, and customer complaints
• Conduct detailed investigations and analyse information to determine appropriate outcomes
• De-escalate challenging customer interactions while maintaining professionalism and empathy
• Apply policies and procedures to deliver fair and consistent resolutions
• Liaise with internal teams to resolve customer issues efficiently
• Maintain accurate case notes and case management records
• Take ownership of customer outcomes and provide timely updates throughout the resolution process

What We're Looking For

• Previous experience in complaints handling, escalations, resolutions, or complex customer service environments
• Strong problem-solving and decision‑making skills
• Excellent communication skills, both verbal and written
• Ability to confidently manage difficult conversations and de‑escalate customer concerns
• High levels of resilience, empathy, and professionalism
• Strong attention to detail and ability to work across multiple systems
• Contact centre experience is highly regarded

What's On Offer

• Full-time hours, Monday to Friday
• Rotating shifts between 8:00am and 6:00pm
• $33.00 per hour
• Fixed term contract (accrue annual leave and sick leave)
• Start date: 19 October
• Comprehensive training and ongoing support
• Opportunity to work with a market‑leading organisation focused on customer outcomes

Concentrix is dedicated to creating an inclusive and supportive work environment that values diversity in all forms. As an equal opportunity employer, we invite applications from people of all cultures, abilities, backgrounds, and particularly from First Nations communities. Our commitment to equity, diversity, and inclusion ensures that any necessary adjustments during the recruitment process are accommodated, We invite you to discuss any necessary support or adjustments you may need during the recruitment or employment process, assuring that such needs will not impact hiring decisions.