Job Title:

Customer Resolution Specialist

Job Description

Every conversation matters. You’ll take the time to listen, understand each customer’s situation, and work with them to find fair and practical solutions.

About the role

We’re looking for multiple caring, customer‑focused Customer Resolution Specialists to join our national team. In this role, you’ll support customers who may be facing financial challenges or who need extra care in resolving escalated concerns.

Every conversation matters. You’ll take the time to listen, understand each customer’s situation, and work with them to find fair and practical solutions. While the work can involve complex matters, you’ll be supported by a collaborative team and clear frameworks that help you balance customer needs with business and regulatory requirements. This position is a 12 month fixed-term contract with the view to extend.

Monday to Friday 8am-6pm, working on a rotating roster. 100% In-Office position, based in our Mt Helen, Ballarat Site.

What you’ll be doing

• Speak with customers by phone and in writing, supporting them through complaints or financial hardship situations

• Take the time to understand each customer’s circumstances and agree on realistic, respectful outcomes

• Help customers set up payment plans or other support options suited to their situation

• Prepare clear and compassionate written responses for customers, advocacy bodies, and referral agencies

• Manage your cases from start to finish, prioritising urgent or sensitive matters

• Apply credits, adjustments, or waivers in line with guidelines and delegated authority

• Identify recurring issues and share insights that help improve customer experiences and processes

• Work closely with internal teams and external support organisations to achieve positive outcomes

• Contribute to a supportive team environment through knowledge sharing, mentoring, or onboarding support

What you’ll bring

• Experience in customer service, complaints handling, credit, collections, or a similar role

• A genuine ability to listen, show empathy, and build trust with customers in vulnerable or emotional situations

• Confidence handling challenging conversations while remaining calm, respectful, and solutions‑focused

• Strong communication skills, both verbal and written, with the ability to explain outcomes clearly

• Good organisational skills and the ability to manage multiple cases across different systems

• A desire to help customers find practical, fair solutions while working within set guidelines

Why join us

At Concentrix, we put our customers at the centre of everything we do. You’ll be supported to do meaningful work in a values-driven environment that prioritises integrity, collaboration, and long-term impact. You’ll also have access to development opportunities that help you grow your specialist expertise and career.

Ready to make an impact?

If you’re passionate about customer advocacy, problem-solving, and delivering fair outcomes in complex situations, we’d love to hear from you.

Concentrix is dedicated to creating an inclusive and supportive work environment that values diversity in all forms. As an equal opportunity employer, we invite applications from people of all cultures, abilities, backgrounds, and particularly from First Nations communities. Our commitment to equity, diversity, and inclusion ensures that any necessary adjustments during the recruitment process are accommodated, We invite you to discuss any necessary support or adjustments you may need during the recruitment or employment process, assuring that such needs will not impact hiring decisions.

Location:

AUS Ballarat Corner University Drive and Vincent Drive

Language Requirements:

Time Type:

Full time2025-11-24