This role supports the administrative execution of customer complaints and supports a smooth customer journey for IAA Buyers. As a Senior Customer Care Specialist, you will step in and make decisions when your manager is not available.
They may also be required to work with internal legal counsel, and external regulatory bodies to ensure resolution of customer complaints. As such, the Arbitration Coordinator is expected to coordinate both with internal and external resources.
Oversee the queries/complaints raised by Buyers relating to IAA Auctioned stock
Support the business and the buyers with timely and fair resolution of complex buyer queries/complaints relating to assets sold
In conjunction with the senior leadership team develop consistent application of compensation for fairness for all buyers
Continuous improvement to existing arbitration process and maintain appropriate records
Resolve escalated and challenging buyer questions, complaints, and requests
To create an environment which reflects the company philosophy of exceptional customer service by monitoring and managing service levels
Acting as a role model for all team members by always employing superior customer service
Ensures team is knowledgeable and skilled with RB Global computer systems, customer registration and payment requirements
Supporting collection of Accounts Receivables in a timely manner and banking duties particularly in relation to refunds/credits
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Act as a liaison with all levels of the organization to ensure accurate reporting of information
Build and maintain strong relationships with customers, financial institutions, local taxation offices, motor vehicle branches to obtain information or solve problems
Following up on all customer inquiries
Escalate problems or issues to senior management
Perform other duties as assigned
Relevant Trade Qualified within Light or Heavy Mechanical Field
Certificate III in Automotive Sales
Certificate III or IV in Business
Excellent written and verbal communication skills
High level computer skills, including the ability to master new systems and enter data quickly and accurately
Experience in parts sales, motor vehicle servicing/repairs, customer complaint management would be highly valued
Ability to work in high pressure situations Ability to think on your feet
Experience managing complex customer issues within the automotive space including cost disputes, negotiating outcomes warranty and policy issues against Australian consumer laws.
