Customer Resolution Specialist
Core
Manage and resolve customer complaints, including high-risk, vulnerable, and Family and Domestic Violence (FDV) cases, across inbound and outbound channels.
Role type
Senior Customer Resolution Specialist (Complaints & Escalations)
Builds
Customer trust, brand loyalty, and reduced repeat contacts through effective complaint resolution.
Domain
Telecommunications / Customer Support
Deliverable
client delivery
Required skills
Complaints management, root cause analysis, cross-functional collaboration, conflict resolution, regulatory compliance, case note management, trend analysis, financial hardship handling, emergency call management
Preferred skills
Experience with Salesforce ticketing systems, FDV/vulnerable customer handling
Responsibilities
Handle product complaints across multiple channels; engage empathetically with vulnerable and FDV-affected customers; manage 000 emergency outbound calls; investigate root causes of repeat contacts; coordinate with internal teams for permanent fixes; monitor complaint trends for process improvements.
Seniority
Mid-Senior, hands-on IC
