A well-established business based in Moorabbin is seeking an experienced Customer Care Consultant to join their team on a part-time (circa 25 hours), temporary basis.
This role will have a strong focus on managing customer complaints and escalations, ensuring issues are handled with empathy, professionalism, and efficiency. You will act as a key point of contact for customers, working closely with internal teams to investigate concerns and deliver timely, fair outcomes.
Key Responsibilities:
- Manage customer complaints and escalations via phone and email, ensuring timely and professional resolution
- Investigate issues thoroughly, liaising with internal teams to reach appropriate outcomes
- Provide clear and empathetic communication to customers throughout the resolution process
- Maintain accurate records of complaints, actions taken, and outcomes within internal systems
- Identify recurring issues and escalate trends where required
- Support general customer enquiries during quieter periods
- Assist with administrative tasks as needed
- Previous experience in a customer care, complaints handling, or contact centre role
- Strong conflict resolution skills with the ability to manage sensitive situations
- Excellent communication skills, with a calm and empathetic approach
- High attention to detail and strong problem-solving ability
- Comfortable working in a fast-paced environment and managing competing priorities
- Confident using Microsoft Office and CRM systems
- A team-focused attitude with a proactive approach
Our client is a respected organisation known for their supportive culture and commitment to delivering strong customer outcomes. They offer a collaborative environment and the opportunity to contribute to a team focused on resolving customer concerns with care and professionalism.
