Location and Roster:

This is a full-time, head office-based role in Docklands, Melbourne.

One day work from home once training is complete.

This role involves a rotating 7 day, Monday to Sunday, 24/7 shift roster across the below shift hours:

• 8am - 4pm
  
  
• 10am - 6pm
  
  
• 12pm - 8pm
  
  
• Evening Shift: 3pm - 11pm
  
  
• Night Shift: 11pm - 7am
  
  

Key Responsibilities:

• Serve as the point person for crisis intervention, confidently employing de-escalation techniques and following critical protocols when handling customers expressing self-harm tendencies, ensuring they are safely and quickly connected with professional help.
  
  
• Actively handle and investigate complex complaints received internally or externally in a timely manner, ensuring resolutions meet business and customer needs.
  
  
• Liaise with key internal and external stakeholders to manage and coordinate complex cases.
  
  
• Apply exceptional written and verbal communication skills to quickly understand, articulate, and resolve the most intricate customer issues with precision and clarity.
  
  
• Use strong case investigation, influencing and resolution skills to negotiate with customers to overcome concerns to drive customer satisfaction and retention.

What we Offer:

• Base Salary of $99,770 + 10% on-target Annual Incentive (performance bonus scheme) + 12% Super.
  
  
• Inclusive paid parental leave, up to 14 weeks for the primary caregiver.
  
  
• Comprehensive training and the opportunity to build a lasting career.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.