Dispute Resolution Support Specialist

Transurban; City of Melbourne; Sur place; AUD 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Onsite training 4–6 weeks

Flexible working arrangements

Bonus/benefits

Parental leave options

Résumé du poste

Transurban is seeking a Customer Specialist Support Advisor - Dispute Resolutions in Melbourne to resolve complex customer issues with empathy and timeliness. You will join a collaborative team focused on improving the customer experience, with mandatory onsite training and a structured development path.

The role involves handling escalated complaints across channels, de-escalating conflicts, and delivering clear, concise updates to customers while working with internal and external partners.

Qualifications

• Minimum 2 consecutive years in a high-volume contact centre, complaint-handling or credit/collections role with dispute resolution techniques.
• Ability to de-escalate conflict and find fair, effective solutions for all parties.
• Capable of handling multiple complaints end-to-end without compromising quality.

Responsabilités

• Manage escalated customer contact regarding complaints via calls and email.
• Investigate and resolve complex cases, providing progress updates.
• Build relationships with internal teams and external partners.
• Identify systemic issues and feedback to improve processes.
• Provide clear written correspondence and apply credits/waivers to achieve fair outcomes

Connaissances

Complaint handling

De-escalation

Written communication

Empathy

Multitasking

Collaboration

Description du poste

Transurban is seeking a Customer Specialist Support Advisor - Dispute Resolutions in Melbourne to resolve complex customer issues with empathy and timeliness. You will join a collaborative team focused on improving the customer experience, with mandatory onsite training and a structured development path.

The role involves handling escalated complaints across channels, de-escalating conflicts, and delivering clear, concise updates to customers while working with internal and external partners.