Customer Resolution Specialist

We are seeking a proactive and customer-focused Customer Resolution Specialist to join a supportive service team in North Sydney.

In this role, you will manage customer and provider queries, coordinate case resolutions and ensure every stakeholder receives a professional and responsive service. You will be well suited to this opportunity if you are organised, resourceful and comfortable managing multiple time-sensitive priorities.

Key Responsibilities

• Manage the shared Service Inbox, actioning or delegating incoming enquiries.
• Investigate and resolve customer and provider queries efficiently.
• Create and manage cases from initial enquiry through to completion.
• Maintain accurate case notes, follow-up dates and supporting documentation.
• Escalate complex or urgent matters to the appropriate manager when required.
• Ensure cases are resolved within agreed timeframes and service standards.
• Respond to internal enquiries professionally and promptly.
• Maintain customer, provider and service documentation, including signed Letters of Authority.
• Protect the confidentiality of customer and provider information.
• Develop and update internal processes, reference documents and forms.
• Identify opportunities to improve internal processes or deliver savings for customers.
• Support improvement projects and maintain accurate progress records.
• Meet agreed quality standards, service levels and performance KPIs.

About You

• Previous customer service, case management, complaints resolution or query management experience.
• Strong verbal and written communication skills.
• Excellent interpersonal skills and a professional approach.
• Strong planning, time management and organisational capability.
• Ability to manage competing priorities and meet deadlines.
• Initiative, resourcefulness and sound problem-solving skills.
• Results-focused with strong attention to detail.
• Proficiency in Microsoft Office.
• A relevant professional qualification or equivalent practical experience.
• Insurance, Energy or utilities industry experience is advantageous but not essential.

What You’ll Bring

You will be a dependable and solutions-focused professional who takes ownership of customer enquiries and follows matters through to resolution. You will communicate clearly, maintain accurate records and actively contribute ideas that improve customer outcomes and internal processes.

Location: North Sydney

Full Working Rights: Must be an Australian Citizen or Permanent Resident

If you are passionate about delivering excellent customer service and enjoy resolving complex enquiries in a fast-paced environment, we would love to hear from you.