Customer Support Correspondence Specialist

Orikan Group; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Modern Docklands office

Flexible work after probation

Ongoing training and career progress

Job summary

Orikan is seeking a Customer Support Officer - Correspondence to join our Docklands team in Melbourne. You will craft clear, professional written responses to inquiries, navigate appeals and infringement matters, and ensure timely, accurate communication with customers across Australia and New Zealand.

You'll investigate cases, apply relevant legislation and collaborate with stakeholders to deliver compliant outcomes while maintaining high-quality standards in a fast-paced environment.

Qualifications

• Exceptional written communication skills and attention to detail.
• Confident handling of complex or sensitive customer matters.
• Strong analytical and problem-solving abilities.

Responsibilities

• Prepare clear, professional and empathetic written responses to customer enquiries, appeals and complaints.
• Investigate information and assess cases to make informed and compliant decisions.
• Collaborate with internal stakeholders to resolve customer issues and achieve positive outcomes.
• Apply legislation, policies and procedures with accuracy and sound judgement.
• Manage a high volume of correspondence while maintaining exceptional quality standards.
• Demonstrate flexibility and collaboration with team leaders and managers to meet contractual KPIs and operational business requirements.

Skills

Written communication

Attention to detail

Analytical thinking

Policy interpretation

Time management

Calm under pressure

Team collaboration

High-volume correspondence

Local Government experience

Infringement management

Legislation knowledge

Case management platforms

Tools

Infringement management platforms

Job description

Orikan is seeking a Customer Support Officer - Correspondence to join our Docklands team in Melbourne. You will craft clear, professional written responses to inquiries, navigate appeals and infringement matters, and ensure timely, accurate communication with customers across Australia and New Zealand.

You'll investigate cases, apply relevant legislation and collaborate with stakeholders to deliver compliant outcomes while maintaining high-quality standards in a fast-paced environment.