Customer Resolutions Officer

Wynstan; Melbourne; On-site; AUD 52,000 - 72,000; Full time

Benefits offered by this job

Access to EAP

Free onsite parking

Fun and collaborative team

Real career progression opportunities!

Job summary

Wynstan is seeking a Customer Resolutions Officer to join our team in Tullamarine. You will troubleshoot problems, manage complaints and guide issues to resolution while ensuring customers feel heard and supported.

Ideal candidates have proven customer service experience, excellent communication and a calm, solution-focused approach. Join a collaborative team focused on continuous improvement and stellar customer outcomes.

Qualifications

• Previous customer service experience, ideally in a call centre or manufacturing environment.

Responsibilities

• Respond to customer enquiries via phone and email.
• Accurately record and manage customer enquiries and complaints.
• Troubleshoot product and installation issues and provide practical solutions.
• Liaise with Showrooms, Sales, Installers and Manufacturing to resolve issues.
• Take ownership of customer issues and follow through to resolution.
• Keep customers informed and respond within 24 hours, unless urgent.
• Meet and exceed Customer Service KPIs and targets.
• Support ad hoc projects and continuous improvement.

Skills

Communication skills

Listening

Interpersonal skills

Multitasking

Prioritisation

Meeting KPIs

Tools

CRM software

Job description

Customer Resolutions Officer | Tullamarine

Be the voice of Wynstan and make every customer interaction count.

At Wynstan, our customers are at the heart of what we do. We are looking for a confident, resilient and solutions-focused Customer Resolutions Officer to join our team and play an important role in delivering an exceptional customer experience.

You will be responsible for troubleshooting problems, managing customer complaints, following each matter through to resolution and ensuring our customers feel heard, supported and satisfied.

About the Role

• Respond to customer enquiries via phone and email.
• Accurately record and manage customer enquiries and complaints.
• Troubleshoot product and installation issues and provide practical solutions.
• Liaise with Showrooms, Sales, Installers and Manufacturing to resolve issues.
• Take ownership of customer issues and follow through to resolution.
• Keep customers informed and respond within 24 hours, unless urgent.
• Meet and exceed Customer Service KPIs and targets.
• Support ad hoc projects and continuous improvement.

About You

• We’re looking for someone who is more than just a customer service professional.
• You'll be someone with grit, drive and the determination to get things done.
• Previous customer service experience, ideally in a call centre or manufacturing environment.
• Excellent communication, listening and interpersonal skills.
• Strong empathy and the ability to handle difficult customers calmly.Confident conflict resolution and problem-solving skills.
• Strong organisation, prioritisation and multitasking abilities.
• Proven ability to meet targets and KPIs.
• Good computer skills and confidence using customer management systems.
• A proactive, positive and team-focused attitude.

The Person We’re Looking For

• Take ownership – Follow issues through to resolution.
• Stay calm under pressure – Remain professional and solution-focused.
• Are a problem solver – Find practical solutions and get things done.
• Have grit – Don't give up when things get challenging.
• Put customers first – Listen, communicate and deliver on your promises.
• Work well with others – Collaborate to achieve the best outcome.
• Move with urgency – Respond quickly and keep customers informed.

Join the Wynstan Team

• Access to EAP
• Free onsite parking
• Fun and collaborative team
• Real career progression opportunities!

If you're a natural communicator who enjoys helping people, solving problems and turning challenging customer experiences into positive outcomes, we'd love to hear from you.