Investigation & Resolution Officer

A2B Australia; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

A2B Australia is seeking a customer-focused Compliance & Resolution Officer to investigate and resolve customer disputes within the Corporate Transport team. You will work across the business to ensure fair, efficient outcomes and protect customer relationships.

You will handle billing inquiries, gather information, and communicate updates to customers while aligning with company policies and dispute resolution best practices. Prior experience in transport or logistics is valued.

Qualifications

• Previous experience in dispute resolution, customer service or a similar customer-facing environment.
• Strong communication and interpersonal skills.
• Excellent problem-solving capability and a high level of attention to detail.
• Experience using CRM systems and Microsoft Office or similar productivity tools.
• Ability to work independently while also contributing effectively as part of a team.
• A degree qualification or equivalent professional experience.
• Experience within the transport, logistics or related industry will be highly regarded.

Responsibilities

• Investigate and resolve customer disputes, including billing discrepancies, service concerns and customer enquiries.
• Gather information and collaborate with internal stakeholders to support effective dispute resolution.
• Communicate with customers via phone, email and written correspondence, providing timely updates throughout investigations.
• Mediate between customers and internal stakeholders to achieve practical and fair outcomes.
• Maintain accurate records of disputes, resolutions and communication history.
• Monitor dispute trends and identify opportunities to improve processes and reduce future customer issues.
• Support compliance with company policies, industry regulations and dispute resolution best practice.
• Educate customers on billing processes, payment options and dispute pathways to support better customer experiences.

Skills

Dispute resolution

Communication

Problem solving

Independent work

Interpersonal skills

Teamwork

Education

Degree or equivalent experience

Tools

CRM systems

Microsoft Office

Job description

A2B Australia is part of the ComfortDelGro Australia (CDC) Group, the country's leading taxi network and a major provider of mobility, technology, and payment solutions.
Through our iconic brands 13cabs, Silver Service, Swan Taxis and Cabcharge we deliver end-to-end transport experiences, from booking and dispatch through to safe, reliable travel and seamless payment. Our services support corporate, community and disability customers nationwide.
Our network is Australia's largest, with 7,000+ vehicles and 11,500 drivers, supported by contact centres, technology hubs and in-field support teams. We power drivers, operators and passengers with dispatch, navigation, in-car tech, apps and payment solutions across Australia and globally.

The A2B Way

We care about our customers, our business and each other. We work as one connected team, value accountability and collaboration, and encourage innovation to shape the future of mobility. We invest in wellbeing, safety, learning and development, recognise high performance, and celebrate diversity and inclusion.

At A2B Australia, we're transforming the way Australians move through our brands including 13cabs.
We're looking for a customer-focused Compliance & Resolution Officer to help resolve customer disputes and deliver positive outcomes for our customers and business.

Working within our Corporate Transport team and reporting to the Disputes Team Leader, you'll investigate customer concerns, work collaboratively across the business and help ensure disputes are resolved fairly, efficiently and professionally. You'll play an important role in protecting customer relationships while identifying opportunities to improve processes and service outcomes.

What You'll Be Doing

• Investigate and resolve customer disputes, including billing discrepancies, service concerns and customer enquiries.
• Gather information and collaborate with internal stakeholders to support effective dispute resolution.
• Communicate with customers via phone, email and written correspondence, providing timely updates throughout investigations.
• Mediate between customers and internal stakeholders to achieve practical and fair outcomes.
• Maintain accurate records of disputes, resolutions and communication history.
• Monitor dispute trends and identify opportunities to improve processes and reduce future customer issues.
• Support compliance with company policies, industry regulations and dispute resolution best practice.
• Educate customers on billing processes, payment options and dispute pathways to support better customer experiences.

A2B Australia is part of the ComfortDelGro Australia (CDC) Group, the country's leading taxi network and a major provider of mobility, technology, and payment solutions.
Through our iconic brands 13cabs, Silver Service, Swan Taxis and Cabcharge we deliver end-to-end transport experiences, from booking and dispatch through to safe, reliable travel and seamless payment. Our services support corporate, community and disability customers nationwide.
Our network is Australia's largest, with 7,000+ vehicles and 11,500 drivers, supported by contact centres, technology hubs and in-field support teams. We power drivers, operators and passengers with dispatch, navigation, in-car tech, apps and payment solutions across Australia and globally.

The A2B Way

We care about our customers, our business and each other. We work as one connected team, value accountability and collaboration, and encourage innovation to shape the future of mobility. We invest in wellbeing, safety, learning and development, recognise high performance, and celebrate diversity and inclusion.

At A2B Australia, we're transforming the way Australians move through our brands including 13cabs.
We're looking for a customer-focused Compliance & Resolution Officer to help resolve customer disputes and deliver positive outcomes for our customers and business.

Working within our Corporate Transport team and reporting to the Disputes Team Leader, you'll investigate customer concerns, work collaboratively across the business and help ensure disputes are resolved fairly, efficiently and professionally. You'll play an important role in protecting customer relationships while identifying opportunities to improve processes and service outcomes.

What You'll Be Doing

• Investigate and resolve customer disputes, including billing discrepancies, service concerns and customer enquiries.
• Gather information and collaborate with internal stakeholders to support effective dispute resolution.
• Communicate with customers via phone, email and written correspondence, providing timely updates throughout investigations.
• Mediate between customers and internal stakeholders to achieve practical and fair outcomes.
• Maintain accurate records of disputes, resolutions and communication history.
• Monitor dispute trends and identify opportunities to improve processes and reduce future customer issues.
• Support compliance with company policies, industry regulations and dispute resolution best practice.
• Educate customers on billing processes, payment options and dispute pathways to support better customer experiences.

About You

You're a customer-focused professional with strong communication and problem-solving skills who enjoys investigating issues, collaborating with others and delivering positive customer outcomes.

You'll Bring

• Previous experience in dispute resolution, customer service or a similar customer-facing environment.
• Strong communication and interpersonal skills.
• Excellent problem-solving capability and a high level of attention to detail.
• Experience using CRM systems and Microsoft Office or similar productivity tools.
• Ability to work independently while also contributing effectively as part of a team.
• A degree qualification or equivalent professional experience.
• Experience within the transport, logistics or related industry will be highly regarded.

We're Looking For Someone Who

• Is committed to delivering high-quality customer outcomes.
• Makes sound decisions based on facts and available information.
• Demonstrates resilience and professionalism when dealing with challenging situations.
• Has strong attention to detail and identifies gaps in information.
• Maintains high standards and takes ownership of outcomes.
• Communicates clearly, professionally and respectfully with a wide range of stakeholders.

If you're passionate about customer service, problem solving and delivering fair outcomes, we'd love to hear from you.

ComfortDelGro Corporation Australia (CDC) and A2B acknowledges the Traditional Custodians throughout Australia, and their continuing connection to land, waters and community. We pay our respects to all First Nations people, their culture and to Elders past and present.