Empathetic Customer Complaints Specialist

SG Fleet AU; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

SG Fleet AU is seeking a dedicated professional to manage and resolve customer complaints within established frameworks and service standards. The role emphasizes fair, timely, and customer-focused outcomes while supporting investigations and stakeholder engagement to ensure issue resolution.

The position involves handling end-to-end complaints, gathering information, and communicating outcomes clearly to customers.

Qualifications

• Experience in customer service, complaint handling or dispute resolution.
• Ability to investigate, gather information, assess facts and apply judgement.
• Strong verbal and written communication with customers and stakeholders.
• Empathy, professionalism and resilience in difficult conversations.

Responsibilities

• Manage end-to-end customer complaints of low to moderate complexity in line with internal procedures and service standards.
• Investigate complaints by gathering information, assessing evidence, and engaging with stakeholders to reach fair outcomes.
• Communicate with customers professionally, managing expectations and clearly explaining outcomes.
• Maintain accurate case records and documentation within required systems.
• Escalate complex, high-risk or sensitive complaints to senior team members when appropriate.
• Identify recurring issues and contribute insights for trend analysis and process improvements.
• Build effective working relationships with operational stakeholders to support timely resolution.
• Contribute to a positive customer experience by adhering to quality standards and compliance.

Job description

SG Fleet AU is seeking a dedicated professional to manage and resolve customer complaints within established frameworks and service standards. The role emphasizes fair, timely, and customer-focused outcomes while supporting investigations and stakeholder engagement to ensure issue resolution.

The position involves handling end-to-end complaints, gathering information, and communicating outcomes clearly to customers.