Senior Arbitration & Customer Care Specialist

RB Global; Gold Coast City; On-site; AUD 65,000 - 90,000; Full time

Job summary

RB Global on the Gold Coast is seeking a Senior Customer Care Specialist / Arbitration Coordinator to support administrative execution of customer complaints and ensure a smooth journey for IAA Buyers.

In this role you will decide in the manager's absence, coordinate with internal legal counsel and external regulatory bodies, and work with senior leadership to apply fair compensation policies while continuously improving arbitration processes and records.

Qualifications

• Relevant trade qualification in light or heavy mechanical field.
• Certificate III in Automotive Sales or higher.
• Strong written and verbal communication skills.
• Ability to work under pressure and think on your feet.
• Experience with customer complaint management and automotive sector.
• Knowledge of Australian consumer law is desirable.

Responsibilities

• Oversee and resolve buyer queries/complaints relating to IAA Auctioned stock.
• Coordinate with internal teams and external bodies to ensure fair resolution.
• Develop consistent application of compensation for fairness.
• Maintain records and improve arbitration processes.
• Build relationships with customers, financial institutions, and agencies.
• Escalate issues to senior management.
• Assist with accounts receivable collection and refunds/credits.
• Ensure high standard of customer service as a role model.
• Keep team knowledgeable on RB Global systems.
• Follow up on inquiries and ensure timely resolution.

Skills

Customer service

Conflict resolution

Communication skills

Legal/regulatory awareness

Data entry/computer skills

Negotiation

Education

Certificate III in Automotive Sales

Certificate III or IV in Business

Tools

CRM software

MS Office

Job description

RB Global on the Gold Coast is seeking a Senior Customer Care Specialist / Arbitration Coordinator to support administrative execution of customer complaints and ensure a smooth journey for IAA Buyers.

In this role you will decide in the manager's absence, coordinate with internal legal counsel and external regulatory bodies, and work with senior leadership to apply fair compensation policies while continuously improving arbitration processes and records.