Senior Arbitration Specialist - Automotive Customer Care

RB Global Inc.; Queensland; On-site; AUD 70,000 - 90,000; Full time

Job summary

RB Global Inc. in Australia is seeking a Senior Customer Care Specialist to oversee arbitration and resolve complex buyer complaints for IAA Auctioned stock. You will coordinate with internal leaders and external bodies to ensure fair outcomes under Australian consumer laws.

The role requires experience in automotive sales, strong communication, and data entry skills, with a capability to operate under pressure and drive customer service excellence.

Qualifications

• They must be a relevant trade qualified within light or heavy mechanical field.
• Certificate III in Automotive Sales is required or highly valued.
• Certificate III or IV in Business is preferred.
• Excellent written and verbal communication skills are essential.
• High level computer skills and data entry accuracy are required.
• Experience in parts sales and motor vehicle servicing/repairs is valued.
• Ability to work under pressure and manage complex customer issues within Australian consumer laws.

Responsibilities

• Oversee queries/complaints raised by Buyers relating to IAA Auctioned stock.
• Support timely and fair resolution of complex buyer queries/complaints related to assets sold.
• Develop consistent compensation practices for fairness for all buyers with senior leadership.
• Improve arbitration processes and maintain records.
• Resolve escalated buyer questions, complaints and requests.
• Maintain service levels and model exceptional customer service.
• Serve as a role model for the team in customer service excellence.
• Ensure RB Global systems knowledge for customer registration and payments.
• Support collection of Accounts Receivable and refunds/credits where needed.
• Coordinate with all levels of the organization for accurate reporting.
• Build relationships with customers, financial institutions and regulatory bodies to solve problems.
• Follow up on all customer inquiries and escalate to senior management when needed.
• Perform other duties as assigned.

Skills

Customer service

Data entry

Communication

Negotiation

Problem solving

Education

Certificate III in Automotive Sales

Certificate III or IV in Business

Job description

RB Global Inc. in Australia is seeking a Senior Customer Care Specialist to oversee arbitration and resolve complex buyer complaints for IAA Auctioned stock. You will coordinate with internal leaders and external bodies to ensure fair outcomes under Australian consumer laws.

The role requires experience in automotive sales, strong communication, and data entry skills, with a capability to operate under pressure and drive customer service excellence.