Customer Advocacy Specialist

2 months ago


Auckland City, New Zealand AA New Zealand Full time

**What You'll Be Doing | Mō te Tūranga**

As a **Complaint Advocacy Specialist**, you will champion the AA's continuous improvement goals by investigating and resolving customer complaints across all divisions. You'll work closely with various business units, ensuring that resolutions meet both customer and business needs. Through your professional approach, you'll turn negative experiences into positive ones, supporting AA's customer retention and satisfaction efforts.
- Manage complaint investigations, ensuring balanced and timely resolutions.
- Communicate effectively with members and customers, staying calm and professional, even with escalated situations.
- Collaborate with internal divisions to support investigations and gather technical expertise.
- Identify recurring themes and share insights with key stakeholders to support ongoing improvement initiatives.
- Use Salesforce to manage all complaint data and ensure smooth workflow management.
- Maintain confidentiality and manage complaints-related documentation with accuracy.

**About You | Mōu**
You're a customer-centric professional who thrives on solving problems and turning challenging situations into positive experiences. To succeed in this role, you will need:

- Proven complaint handling experience in both written and phone-based settings.
- Strong communication skills with the ability to influence and build relationships.
- The ability to think logically and creatively to resolve complex issues.
- Critical thinking abilities and the confidence to manage risk and escalate when necessary.
- High level of personal integrity, accountability, and professionalism.
- Experience working under pressure and managing competing priorities.
- 2-3 years' experience in a similar role.
- Relevant Tertiary qualification (desired but not essential).

**What We Offer |** **Ngā āhuatanga kei a mātou**
- An extra day of leave to celebrate your birthday
- Ongoing support from your team and leaders who have been in your shoes previously
- Recognition for your hard work during our monthly awards; you can expect good food, laughter and fun
- Monthly massages in the office to help you relax
- Annual salary reviews and KiwiSaver employer contributions

**Working with the AA | Me mahi tahi tatou ki AA**

For over 120 years we've been helping Kiwis on their adventures Today, we're one of New Zealand's most respected and trusted brands.

From our humble beginnings as a motoring enthusiast's club, the New Zealand AA (Automobile Association) has grown into a large, dynamic organisation offering many services and products to more than 1.8 million Members.

Here, we offer a lot more than roadside assistance. We're constantly evolving and advancing into new businesses, offering new challenges and a range of opportunities.

Applications close on 9 October 2024.

Our teams celebrate diversity and believe that everyone should be able to bring their true selves to work every day. We want you to feel comfortable to be your authentic self throughout the recruitment process, please feel free to let us know if there is anything you need to allow you to participate equitably.



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