Customer Experience & Resolution Officer Melbourne

ASAP start Hybrid working model Join a supportive team Our client is an energy provider based in Southbank who are seeking an experienced Customer Experience & Resolution Officer who thrives in a fast-paced setting, enjoys solving complex problems, and brings a calm, confident approach to customer conversations. If you're someone who can balance empathy with operational discipline, you'll feel right at home here. What you'll be doing
- Managing inbound and outbound calls, email enquiries, and customer follow-ups
- Handling escalated complaints end-to-end and communicating with relevant state ombudsmen
- Validating concessions, processing refunds, and supporting customers with hardship, life support and special-needs enquiries
- Tracking, documenting and resolving customer, internal and external queries
- Preparing daily, weekly, monthly and quarterly reports
- Supporting workflow management and contributing to operational efficiency
- Identifying opportunities for process improvement and helping drive continuous improvement initiatives
- Completing ad hoc tasks such as mail collection, RTS processing and bank cheque handling What you'll bring
- Experience in a call centre setting
- Energy retail experience
- Robust communication, problem-solving and dispute-resolution skills
- High computer literacy, including Microsoft Office and reporting tools
- Excellent time management and the ability to work independently
- A proactive, analytical mindset with a genuine "can-do" attitude
- Confidence managing multiple priorities in a quick-moving environment #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rqxbh