Customer Specialist Support Advisor - Hardship
TransurbanJob Description
About the role
We’re seeking a Customer Specialist Support Advisor - Hardship to provide timely, empathetic, and specialist support to customers experiencing financial difficulty.
You’ll join a dedicated and supportive team focused on driving continuous improvement and delivering exceptional outcomes for our customers.
(Melbourne or Brisbane Office location preferred)
Day-to-day, you will:
Manage hardship applications end-to-end via phone and email, ensuring every interaction is timely, empathetic, and professional
Assess financial hardship request and partner with customers on suitable support plans, ensuring consistent follow-up
Investigate and resolve cases within agreed service levels (SLAs), prioritising urgent and sensitive matters
Apply fee waivers, credits, and adjustments in line with guidelines to achieve fair, and sustainable outcomes
Balance customer needs w...
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