Empathy-Driven Customer Complaints Specialist

SG Fleet; Sydney; On-site; AUD 60,000 - 90,000; Full time

Job summary

SG Fleet is seeking a dedicated complaints handler in Sydney to manage end-to-end customer complaints, ensuring fair and timely outcomes. The role involves investigating, gathering information, and engaging with stakeholders to resolve issues while maintaining accurate case records.

The successful candidate will communicate professionally, handle sensitive conversations with empathy, and contribute to continuous improvement through trend analysis and collaboration with internal teams.

Qualifications

• Experience in customer service or complaints handling.
• Ability to investigate, gather information, and apply sound judgement.
• Strong written and verbal communication with customers and stakeholders.
• Familiarity with case management systems.
• Commitment to delivering fair and timely outcomes.

Responsibilities

• Manage end-to-end customer complaints of low to moderate complexity per procedures.
• Investigate by gathering information and assessing evidence with stakeholders.
• Communicate professionally and empathetically, managing expectations.
• Maintain accurate case records in required systems.
• Escalate high-risk or complex complaints to senior team members.
• Identify recurring issues to support trend analysis and improvements.
• Build relationships with stakeholders to support timely resolution.
• Contribute to a positive experience through quality, compliance and best practice.
• Demonstrate ability to handle difficult conversations with empathy.
• Collaborate with internal teams to facilitate resolution.
• Proficiency in MS Office and familiarity with case management systems.
• Understand customer service principles and drive positive outcomes.

Job description

SG Fleet is seeking a dedicated complaints handler in Sydney to manage end-to-end customer complaints, ensuring fair and timely outcomes. The role involves investigating, gathering information, and engaging with stakeholders to resolve issues while maintaining accurate case records.

The successful candidate will communicate professionally, handle sensitive conversations with empathy, and contribute to continuous improvement through trend analysis and collaboration with internal teams.