_{02nd September, 2026}

Are you great at turning a difficult customer situation around? You’re calm when conversations get challenging. You listen, ask the right questions and get to the bottom of what’s actually happened.

Most importantly, you know that a great resolution isn’t about simply saying yes to the customer – it’s about finding an outcome that is fair, practical and right for everyone involved.

We are recruiting a Customer Resolution Specialist to join a fast-growing business based in Byron Bay. With the organisation approaching 30,000 customers worldwide, the Customer Experience function is evolving to support its continued growth.

You won’t be sitting on a phone taking back-to-back inbound calls.
Instead, you’ll take ownership of customer cases that have already moved through the initial support channels and need someone experienced to step in, understand what’s happened and find the best way forward.

What might land on your desk?
Every case will be different.
A customer might have received something different to what they believed they were purchasing.
They may have expected one outcome but experienced another.
There might be questions around an installation, a bill, a warranty or how something was communicated during the sales process.
Sometimes the solution might be a quick phone call or email.
Other times, you’ll need to investigate the entire customer journey, speak with different teams, understand what was communicated and determine the most appropriate resolution.

Your role is to bring clarity, calm and common sense to the situation.

What You’ll Be Doing
You’ll manage customer resolution cases from investigation through to completion, including:

• Taking ownership of escalated customer matters that require additional investigation or support.
• Speaking with customers, predominantly through outbound communication, to understand their concerns and keep them updated.
• Investigating what has happened across different stages of the customer journey.
• Working closely with Customer Service, Sales, Operations, Installations, Technical and Compliance teams.
• Identifying where customer expectations and their actual experience may not have aligned.
• Finding practical and fair outcomes that work for both the customer and the business.
• Repairing and maintaining customer relationships when something hasn’t gone to plan.
• Keeping accurate case notes and records within Salesforce.
• Identifying recurring themes and sharing insights with the broader business.
• Looking beyond the individual case to identify opportunities to improve processes and prevent similar issues in the future.

Depending on complexity, you may work across around eight cases in a day – some relatively straightforward and others requiring deeper investigation and coordination.

What We’re Looking For
You don’t need to have held the title Customer Resolution Specialist before.
You may come from customer service, customer success, complaints and resolutions, case management, insurance, telecommunications, utilities, financial services, operations or another environment where you’ve had to navigate complex customer situations.

You’ll ideally bring:

• Strong customer service and relationship management skills.
• Confidence handling challenging customer conversations.
• A calm, empathetic and solutions-focused communication style.
• The ability to remain objective and consider both the customer and commercial perspective.
• Strong problem-solving and investigative skills.
• Good judgement and confidence making decisions.
• Excellent written communication skills.
• Strong organisation and follow-through.
• The ability to work across multiple teams and bring people together to solve a problem.
• Confidence managing multiple cases at different stages.
• Salesforce experience would be advantageous, but isn’t essential.

You’ll Love This Role If You:

• Genuinely like solving people's problems.
• Enjoy digging into a situation, asking questions and working out what happened.
• Are good at bringing the temperature down when someone is frustrated.
• Can be empathetic without losing sight of what’s reasonable and fair.
• Get satisfaction from turning a difficult customer experience into a positive outcome.

This isn't about closing tickets as quickly as possible.
It's about getting to the right resolution and protecting the long-term customer relationship.

For the right person, that could mean the opportunity to help shape the function and potentially build a team around you in the future.

Ready for Your Next Move? If you’re someone who can bring calm to a difficult conversation, clarity to a complicated situation and good judgement to finding the right outcome, we’d love to hear from you.

Apply now to find out more about this Customer Resolution Specialist opportunity in Byron Bay.

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