Escalations Resolution Specialist (Fixed-Term)

Concentrix; Ballarat; On-site; AUD 39,000 - 52,000; Full time

Benefits offered by this job

Fixed term contract until late April 7

Training and ongoing support

On-site in Ballarat

Job summary

Concentrix is seeking a capable Resolution Specialist to join our Ballarat team on a full-time, fixed term contract until late April 2027. Start date is 19 October. The role pays $33.00 per hour and offers training and ongoing support.

You will handle escalated enquiries, investigate customer concerns, and deliver fair, effective resolutions while maintaining an exceptional customer experience. Prior complaints handling or contact centre experience is highly regarded.

Qualifications

• Experience in complaints handling, escalations, resolutions, or complex customer service environments.
• Strong problem-solving and decision-making skills.
• Excellent verbal and written communication.
• Ability to de-escalate difficult conversations with professionalism.
• Resilience, empathy and high attention to detail.
• Contact centre experience is highly regarded.

Responsibilities

• Manage escalated enquiries and complaints from investigation to resolution.
• Handle complex account disputes, enquiries, and payment-related concerns.
• Conduct detailed investigations and analyse information for outcomes.
• De-escalate challenging interactions with professionalism.
• Apply policies to deliver fair resolutions.
• Liaise with internal teams to resolve issues efficiently.
• Maintain accurate case notes and records.
• Take ownership of outcomes with timely updates.

Skills

Escalation handling

Problem solving

Communication skills

Empathy

Attention to detail

Job description

Concentrix is seeking a capable Resolution Specialist to join our Ballarat team on a full-time, fixed term contract until late April 2027. Start date is 19 October. The role pays $33.00 per hour and offers training and ongoing support.

You will handle escalated enquiries, investigate customer concerns, and deliver fair, effective resolutions while maintaining an exceptional customer experience. Prior complaints handling or contact centre experience is highly regarded.