Customer Resolutions Specialist — Hybrid Growth & Impact

Ferocia Pty Ltd; Melbourne; Hybrid; AUD 75,000 - 85,000; Full time

Benefits offered by this job

Generous leave

Parental policies

Flexible work

CBD office

Personal development budget

Employee Assistance Program

Home loan rebates

Bonus and equity grants

Job summary

Ferocia Pty Ltd in Melbourne is seeking a Customer Resolutions Specialist to expertly handle escalated customer complaints across chat, email and phone. You will work with Senior Specialists and the Support Escalation Manager to improve complaint handling and build confidence in tough conversations.

The role focuses on learning to investigate, decide and communicate resolutions while contributing to process improvements and better customer experiences.

Qualifications

• Empathy and strong people skills to navigate sensitive conversations.
• Clear verbal and written communication for high-stakes interactions.
• Proven problem-solving ability to resolve complex customer issues.
• Ability to manage competing priorities and stay organized.

Responsibilities

• Manage escalated customer complaints across chat, email, and phone to ensure timely resolutions.
• Ensure compliance with internal standards and RG271 complaint regulations.
• Provide guidance and support to the broader Support team on complaint handling.
• Identify root causes of complaints and promote continuous improvement.
• De-escalate challenging conversations with patience and calmness.
• Balance customer needs with commercial and regulatory requirements in decision making.
• Maintain clear, accurate records of investigations, actions and outcomes.
• Collaborate with teams across the business to solve problems and improve experiences.

Skills

Empathy

Verbal communication

Written communication

Problem solving

Attention to detail

Job description

Ferocia Pty Ltd in Melbourne is seeking a Customer Resolutions Specialist to expertly handle escalated customer complaints across chat, email and phone. You will work with Senior Specialists and the Support Escalation Manager to improve complaint handling and build confidence in tough conversations.

The role focuses on learning to investigate, decide and communicate resolutions while contributing to process improvements and better customer experiences.