Job Details
  • ReferenceBH-145111
  • LocationMelbourne
  • SalaryCompetitive market rates
  • Job TypeContract
  • Posted14 days ago
  • ConsultantBharghavi Padmanabhan
Our client AGL are seeking a highly skilled and motivated individual to join them as a Telecom Dispute Resolutions Officer. The incumbent will display behaviours which reflect and actively demonstrate alignment to AGL’s Values Bring on tomorrow, Can do will do and Be safe be supportive. This is a six months contract opportunity in Melbourne.
In this role you will be responsible for ensuring timely and accurate resolution of customer complaints requiring investigation. 

  • Take ownership of customer complaints, ensuring end-to-end case management and accountability for timely and high-quality investigation.
  • Negotiate and propose sustainable solutions to resolve customer complaints efficiently and effectively.
  • Build and maintain strong working relationships with internal business partners to facilitate smooth communication and collaboration.
  • Ensure investigations adhere to the expectations, regulations, and guidelines set out by the Ombudsman and the Australian Communications and Media Authority.
  • Monitor aging cases and upgrades, ensuring adherence to defined Service Level Agreements (SLAs). Proactively intervene and escalate cases that may exceed SLA timelines, prioritizing prompt resolution of customer issues.
  • Collaborate with other Dispute Resolution teams to drive process improvement initiatives, identifying quick wins and implementing efficiency measures within the team.
  • Analyze data to identify areas for improvement, and provide suggestions to reduce complaint volumes, associated costs, customer effort, and cost to serve while enhancing the overall customer experience.

Skills and Qualifications:
  • Previous experience in dispute resolution or customer complaint handling in the telecommunications industry.
  • Excellent problem-solving and decision-making abilities to effectively resolve complex customer complaints.
  • Strong interpersonal and communication skills, with the ability to build and maintain positive relationships with internal stakeholders and customers.
  • Impeccable time management, suited to a fast-paced and changing environment
  • Self-motivated, proactive, and results-oriented, with a strong focus on delivering exceptional customer service.
Join the dynamic team and play a vital role in resolving telecom disputes, ensuring customer satisfaction, and contributing to continuous improvement with the team and organisation. Apply now and be part of our commitment to excellence in customer service.