Senior Customer Care Representative

Job Description

JOB  DETAILS

About The Role

As a Senior Customer Care Representative, You’ll be the go-to person for complex enquiries, process improvement, and operational excellence — someone the team relies on to solve problems, drive consistency, and elevate the customer experience every day.

Your responsibilities will include:

• Act as the escalation point for complex customer enquiries, delivering timely and effective resolutions.
• Identify trends, recurring issues, and opportunities to improve service delivery and team efficiency.
• Drive continuous improvement initiatives that enhance quality, accuracy, and customer outcomes.
• Support compliance and audit readiness through strong process governance and documentation management.
• Partner closely with leaders and cross-functional teams to share knowledge, improve workflows, and embed best practices across Customer Care.

Who You Are

You’re someone who naturally takes ownership. People come to you because you’re calm under pressure, solutions-focused, and know how to navigate complexity with confidence.

You’’ll bring:

• Experience handling escalations or complex customer enquiries within a customer service or operations environment.
• Strong problem-solving skills with the ability to think critically and make decisions confidently.
• Exposure to process improvement, compliance, or operational support activities will be highly regarded.
• Excellent communication skills and the ability to build credibility with both customers and internal stakeholders.

Requirements:

• Full Australian working rights

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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