Customer Resolutions and Disputes Specialist

Tribe Recruitment; Auckland; On-site; NZD 60,000 - 80,000; Full time

Job summary

A recruitment agency is seeking a Complaints & Resolutions Specialist in Auckland. The role involves managing and resolving complex complaints, conducting thorough investigations, and working closely with various stakeholders. Ideal candidates will have experience in customer care and possess strong analytical and communication skills. This position is on-site and is available only to New Zealand citizens or residents.

Qualifications

• Proven experience in complaint resolution, dispute management, or high-level customer care.
• Ability to navigate sensitive or complex situations with professionalism and empathy.

Responsibilities

• Manage and resolve complex complaints in a professional manner.
• Conduct in-depth investigations to establish facts.
• Liaise with internal teams and external parties for information.
• Provide clear, well-documented case summaries and communications.

Skills

Complaint resolution

Investigative skills

Analytical skills

Communication abilities

Job description

Overview

Are you passionate about resolving complex issues and providing top-tier customer experiences? We’re looking for experienced Complaints & Resolutions Specialists to join a high-performing team.

About The Company

Our client is a multinational organisation within the automotive industry who focus on delivering exceptional customer service and sales experience. The team you will be joining is tight-knit, ambitious and motivated, and they are keen to upskill and professionally develop the right candidates.

About The Role

In this role, you’ll take ownership of triaged complaints. You\'ll be responsible for thoroughly investigating cases and working closely with internal departments and external stakeholders to drive fair and timely resolutions. Your ability to think critically, communicate effectively, and remain calm under pressure will be key to your success.

Key Responsibilities

• Manage and resolve complex complaints in a professional and empathetic manner
• Conduct in-depth investigations to establish facts and ensure all aspects of the case are considered
• Liaise with internal teams and key external parties to gather information and collaborate on outcomes
• Provide clear, well-documented case summaries and written communications
• Support with high-risk Disputes Tribunal cases

What You’ll Bring

• Proven experience in complaint resolution, dispute management, or high-level customer care
• Experience within the automotive industry is advantageous but not required
• Strong investigative and analytical skills
• Excellent written and verbal communication abilities
• Ability to navigate sensitive or complex situations with professionalism and empathy

Apply Now

Due to the high volume of applications, apply for the role through this ad directly to ensure your full application is reviewed and all candidates receive a timely response. The contact for this role is Alex who can be reached on 027 206 4432 if you have additional questions.

To apply for this vacancy you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.

At the appropriate stage we will request your references; we ask that you do not include them on your CV when applying.

At Tribe we have our guiding light to show us the way. We bring our whole selves to work. We encourage inclusion in every single interaction. We genuinely care about people and are curious about their stories. We celebrate all points of view. We will help you find your tribe, the same way we have. We\u2019re all on a journey together so come along…