Customer Resolutions Specialist: Solve, Improve, Grow

SUPPORT; Melbourne; On-site; AUD 75,000 - 85,000; Full time

Benefits offered by this job

Employee Assistance Program

Home loan rebates

Bonus & equity grants

Generous leave & parental policies

Melbourne CBD office access

Job summary

Ferocia is seeking a Customer Resolutions Specialist to navigate complex customer issues and complaints with empathy and practical judgement. You will work under senior specialists to develop skills in resolving high-stakes inquiries and contribute to improving complaint handling processes.

The role focuses on hands-on problem-solving, root-cause analysis, and collaboration with cross-functional teams to deliver fair outcomes.

Qualifications

• Excellent verbal and written communication skills, especially in high-stakes conversations.
• Ability to juggle competing priorities with a sharp eye for detail.
• Strong problem-solving skills and ability to investigate and analyse complex issues.

Responsibilities

• Manage escalated customer complaints across chat, email, and phone, ensuring timely resolutions.
• Ensure compliance with internal quality standards and RG271 regulations.
• Provide guidance and support to the broader Support team on complaint handling.
• Identify root causes of complaints to drive continuous improvement.
• De-escalate challenging conversations with patience and empathy.
• Balance customer needs with commercial and regulatory requirements.
• Maintain clear and accurate complaint records of investigations, actions and outcomes.
• Collaborate with Risk, Continuous Improvement, and Customer Experience teams to solve problems.

Skills

Problem solving

High-stakes communication

Attention to detail

Independent work

Team collaboration

Investigative skills

Curiosity

Questioning & ideas

Job description

Ferocia is seeking a Customer Resolutions Specialist to navigate complex customer issues and complaints with empathy and practical judgement. You will work under senior specialists to develop skills in resolving high-stakes inquiries and contribute to improving complaint handling processes.

The role focuses on hands-on problem-solving, root-cause analysis, and collaboration with cross-functional teams to deliver fair outcomes.