Customer Resolution Specialist – Complaints & Inquiries

Morris Finance Ltd.; Geelong; Sur place; AUD 65 000 - 85 000; Plein temps

Avantages offerts par ce poste

Wellbeing benefits

Professional development

Community involvement

Résumé du poste

Morris Finance Ltd. in Geelong is seeking a Customer Resolution Officer to help with enquiries, complaints and service-related matters.

You’ll combine energy and enthusiasm with strong customer service in a supportive, team-focused environment. Based in a modern office, the role focuses on timely, fair, and commercially astute management of complex customer enquiries, with emphasis on complaints resolution and adherence to policies.

Qualifications

• Experience in customer service and dispute resolution principles.
• Ability to follow established policies and procedures.
• Strong listening and communication skills.
• High level of integrity and confidentiality.

Responsabilités

• Respond to complex customer enquiries and complaints in a timely, courteous, and professional manner.
• Record and progress customer concerns accurately.
• Investigate complaints by reviewing relevant information and documentation.
• Collaborate with internal teams to gather information for appropriate resolutions.
• Prepare written responses, acknowledgments, and summaries for review.
• Escalate complex matters to senior staff when necessary.
• Ensure records in systems and registers are current and accurate.
• Assist with AFCA complaints and external dispute resolution tasks.

Connaissances

Customer service

Complaint handling

Investigation

Written communication

Verbal communication

Attention to detail

Confidentiality

Time management

CRM systems

Case management systems

Microsoft Office

Outils

CRM systems

Case management systems

Microsoft Office

Description du poste

Morris Finance Ltd. in Geelong is seeking a Customer Resolution Officer to help with enquiries, complaints and service-related matters.

You’ll combine energy and enthusiasm with strong customer service in a supportive, team-focused environment. Based in a modern office, the role focuses on timely, fair, and commercially astute management of complex customer enquiries, with emphasis on complaints resolution and adherence to policies.