Customer Resolution Advisor

2 weeks ago

Christchurch, New Zealand The Learning People Australia Full time

We are looking for a dedicated Customer Resolution Advisor to join our dynamic team.
Learning People are one of the leading online education providers.
We are passionate about delivering career-ready education and support to empower our students with the skills needed to excel in Tech and Project Management.?
In this role, you will drive the investigation and positive resolution of all complaints, supporting our customer service teams to meet company, legal, and regulatory standards.
You will build strong partnerships with internal and external stakeholders, ensuring timely resolution of all complaints and comments.
You will foster genuine customer connections through a professional, upbeat, and charismatic approach.
Collaborating with operational and service teams, you will uphold excellent complaint handling and resolution practices, identify trends, and work with customer service teams to ensure continuous improvement.
Roles and responsibilities  Management of Solutions Inbox Provide timely acknowledgement to all complaints raised and mitigating circumstances supplied Listen to and document calls relating to the complaint raised Investigate all complaints and mitigating circumstances in line with Australian Securities & Investments Commission (ASIC) guidelines and Credit Controls and Consumer Finance Act (CCCFA)  Provide a resolution response to all complaints and mitigating circumstances in line with ASIC guidelines and CCCFA Ensure that all complaints and mitigating circumstances are loaded onto the Complaints Module within CRM as per company process Provide weekly data on complaint status and costs Provide monthly data on route cause analysis Liaise with Compliance and Finance teams on complaints/mitigating circumstances Ensure accurate recording of all complaints, actions, findings and corrective activity Review all data provided about student health Lead internal training for staff on how to manage and avoid complaints Proactive call listening to check for potential compliance breaches Provide support to other operational departments when required Participating in dispute tribunals on behalf of the company when needed.
Attending meetings outside of office hours with our global team, when required  Benefits:  Opportunity to make a positive impact on the lives of our students.
Collaborative and supportive team environment Professional development opportunities to enhance your skills and expertise Flexible working with one day working from home each week Additional annual leave day with your birthday off   About you: Strong customer service orientation Minimum 2 years' experience in Complaints and/or Compliance role Proficient in resolving complex complaints Sales environment understanding High levels of consideration, diplomacy, and resilience Ability to build positive customer relationships while remaining professional Calm and customer-focused under pressure Proactive and independent problem-solving skills Strong attention to detail and process driven Comfortable engaging with management at all levels Excellent communication  Data gathering and analysis abilities Brand-conscious and customer-centric mindset Willingness to learn new skills Proficiency in Excel  How to Apply:  Click the link below to submit your application and join our team at Learning People Global as a Customer Resolution Advisor

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