Customer Resolutions Officer

Wynstan; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Access to EAP

Free onsite parking

Fun and collaborative team

Real career progression opportunities!

Job summary

Wynstan in Sydney is seeking a confident, resilient Customer Resolutions Officer to join our team and help deliver an exceptional customer experience.

You will troubleshoot problems, manage enquiries and complaints, take ownership through to resolution, and work with Showrooms, Sales, Installers and Manufacturing.

If you are driven, customer-focused and able to meet KPIs, join our collaborative and supportive environment with real career progression.

Qualifications

• Previous customer service experience, ideally in a call centre or manufacturing.
• Excellent communication, listening and interpersonal skills.
• Ability to meet targets and KPIs.

Responsibilities

• Respond to customer enquiries via phone and email.
• Record and manage customer enquiries and complaints accurately.
• Troubleshoot product and installation issues and propose solutions.
• Liaise with Showrooms, Sales, Installers and Manufacturing to resolve issues.
• Take ownership of customer issues 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

Customer service

Communication

Empathy

Conflict resolution

Problem solving

Multitasking

CRM software

Team player

Tools

CRM software

Job description

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

As a Customer Resolutions Officer, you will:

• 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!