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We’re searching for a Customer Resolutions Specialist to report into the Customer Resolutions Manager.

As part of this role, you will deliver to our purpose of effortlessly connecting Australians to the stories they love by investigating and resolving customer complaints. Using data analytics to uncover areas of opportunity and drive continuous improvement.

Your mission

• Manage the investigation and resolution of customer complaints in a timely manner
• Delivering an outstanding customer experience to build advocacy and trust
• Follow up with customers to ensure expectations have been met, in full and on time
• Work with data analysis to uncover opportunities to improve and uncover complaint prevention initiatives
• Maintain accurate and up-to-date knowledge of Foxtel’s regulatory obligations and process adherence.
• Carry out administrative duties as required, including accurate record keeping
• Maintain internal stakeholder relationships to drive continuous improvement and deliver world-class customer outcomes
• Act as a subject matter expert to provide expert advice to business stakeholders on complaints handling and alternative dispute resolution

Your capability

• 2 or more years’ experience in a complaints or other advanced customer service role
• Strong empathy and customer outcome focus
• Ability to manage time and competing deadlines
• Highly developed communication and interpersonal skills
• Outstanding written communication skills
• Effective relationship building and stakeholder management skills
• Proven ability to uncover business deficiencies using operational tools and make recommendations for improvement

Working for Foxtel

Foxtel’s purpose is to bring home Australia’s most valued entertainment experience. Whether it’s a blockbuster sports match, a must-see reality episode, an election special, the newest hit movie or the most ambitious drama, Foxtel brings together the best of TV and on demand for our customers.

Working at Foxtel means being part of something different, better, special. We put our customers first, we own it, we’re authentic, we focus on changing the game, and we win together.

What’s in it for you?

We have a benefits program with something for everyone, but we’re in the entertainment business, so what would a Foxtel benefits program be without a free Foxtel subscription and discounted broadband!

Above all, we’re passionate about entertainment and, if you are too, you’ll love working with us. So if you’re excited about this opportunity, please click ‘Apply now’.