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Customer Complaints jobs

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    • ✨ Continuous improvement and voice of the customer.
    • Previous experience in customer service or support.
    • Log all customer interactions in an organized way.
    • View all Associated Nerd Global jobs - Australia jobs - Support Staff jobs in Australia
    • Salary Search: Customer Support Analyst (first hire on the team) salaries in Australia
    • 3+ years of experience in customer and financial services, with expertise handling complex complaints or disputes in Australia.
    • Fluency in English (C1+ level).
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    • Logging complaints and capturing feedback.
    • You’ll play a key role in ensuring customer satisfaction through effective problem-solving and communication.
    • Work as member of our Customer Care Team resolving customer issues and complaints post-travel.
    • Process customer documents as well as other customer and vendor…
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    • Empathetically listen to the customer’s complaints and act promptly to resolve.
    • Provide high-quality written responses to all complaints including client,…
    • Experience in dispute resolution, complaints management, customer service or collections, ideally within finance.
    • MAKE YOUR NEXT MOVE COUNT.
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    • Conducting outbound customer calls as required.
    • Preparing enquiry and customer service reporting.
    • Responding to customer enquiries within agreed service levels.
    • Respond to customer care complaints and work through issues that may affect the collection process.
    • Work across customer, legal and stakeholder relationships to…
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    • Listening carefully to customer needs and finding solutions.
    • Resolving complaints and enquiries with empathy and professionalism.
    • Client enquiries and complaints by category.
    • Minimum 3 years’ experience in customer service, client contact center, or e-commerce support role.
    • Manage daily customer enquiries and complaints to ensure the highest level of customer satisfaction.
    • Management of daily customer orders to maximize fulfilment.
    • A Customer Service Certificate or other relevant customer service training.
    • A minimum of two years' experience in a similar customer service or contact centre…
    • Deliver professional, empathetic customer service and escalate complaints or feedback as needed.
    • Experience in a facilities management helpdesk, customer…
    • Ability to resolve basic customer complaints.
    • This role involves managing high volumes of customer interactions, including handling complaints and emotionally…
    • Experience in customer service, ideally within the NFP or community sector.
    • Experience working in a high-volume customer contact or call centre environment.

Job Post Details

Customer Support Analyst (first hire on the team)
Associated Nerd Global
Australia
•
Remote
Apply now

Job details

Pay information not provided
Flexible schedule
Remote in Australia

Full job description

We're starting to build our customer support operation and are looking for our first hire in this area. You'll work autonomously on customer support, helping to structure processes, define best practices and lay the foundation for a team that will grow. This is an opportunity for someone who wants to be part of something from the start and, over time, take on a leadership role as the team expands.


✨ Customer support (the heart of the role)

  • Respond to customer requests in English across different channels (chat, email, tickets and whatever makes sense for the operation).
  • Resolve questions, complaints and issues quickly, clearly and professionally.
  • Follow up on cases until they are fully resolved, leaving nothing hanging.
  • Escalate cases beyond your scope to the responsible teams and make sure the customer gets a response.
  • Maintain a consistent tone aligned with the company's image.

✨ Processes and documentation

  • Help build support workflows from scratch (what to do, when to escalate, how to respond).
  • Create and maintain canned responses, templates and a knowledge base (FAQ) to speed up support.
  • Document the most recurring issues and suggest solutions or improvements.

✨ Records and metrics

  • Log all customer interactions in an organized way.
  • Track the first performance metrics (response time, resolution time, customer satisfaction).
  • Report periodically to management on support volume and key concerns.

✨ Continuous improvement and voice of the customer

  • Be the bridge between customers and the company, bringing feedback, recurring pain points and improvement suggestions.
  • Identify patterns in support cases that may point to bigger product or process issues.

✨ Confidentiality and security

  • Ensure the confidentiality and proper handling of customer information.
  • Follow the security and data protection procedures defined by the company.

✨ Preparing for team growth

  • Help onboard and train new agents as the team grows.
  • Help define the standards and best practices the team will follow in the future.

Requisitos:
  • Previous experience in customer service or support.
  • Full professional proficiency in English (written and spoken).
  • Autonomy and initiative to work with little defined structure.
  • Strong communication and problem-solving skills.
  • Organization and attention to detail.
  • Availability to work a flexible schedule (depending on the operation).

Nice to have

  • Leadership profile and desire to grow into a coordinator role.
  • Experience structuring support processes or documentation.
  • Knowledge of support tools and ticketing systems (Zendesk, Freshdesk, Intercom, etc.).
  • Availability to work on Australian time zone.
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