Company Overview
Stellantis is a leading global automaker and mobility provider that offers clean, connected, affordable, and safe mobility solutions. Our Company's strength lies in the breadth of our iconic brand portfolio, the diversity and passion of our people, and our deep roots in the communities in which we operate. Our ambitious electrification and software strategies and the creation of an innovative ecosystem of strategic, game‐changing partnerships are driving our transformation to a sustainable mobility tech company.
Job Overview
Stellantis Australia are seeking Customer Resolutions Officers to play a key role in delivering exceptional and empathetic customer experiences by managing complex automotive complaints that require investigation, coordination, and ongoing case ownership.
Acting as a trusted representative of Stellantis Australia, the role supports customers through moments of uncertainty or dissatisfaction by guiding them toward fair, timely, and transparent outcomes, in line with Stellantis' commitment to quality, integrity, and customer satisfaction.
The Customer Resolutions Officer balances strong customer advocacy with sound judgement, ensuring complaints are progressed in accordance with Stellantis Australia's policies, processes, and obligations under Australian Consumer Law. Through clear communication, disciplined case management, and accurate documentation, the role maintains customer confidence, protects organisational integrity, and ensures outcomes are well‐reasoned, clearly explained, and consistently applied across the full complaint lifecycle.
Key Responsibilities
Complaint Ownership and Customer Experience
* Take end‐to‐end ownership of allocated customer complaints, acting as the primary point of contact throughout the resolution process.
* Guide customers through the complaint journey with empathy, clarity, and confidence, particularly during high‐impact or emotionally charged situations.
* Set and manage expectations transparently, maintaining regular and proactive communication to prevent uncertainty or loss of confidence.
Investigation and Resolution
* Investigate complaints thoroughly by reviewing case history, service and repair records, and supporting documentation.
* Identify required actions, information gaps, and appropriate resolution pathways to progress complaints efficiently.
* Apply sound judgement to determine next steps and ensure momentum is maintained to avoid unnecessary delays or repeat contact.
Stakeholder Coordination
* Work collaboratively with dealerships and internal stakeholders, including Technical, Warranty, Parts, and Dealer Network teams, to progress resolution actions.
* Coordinate information and activity where progress has stalled or responsibilities are unclear, maintaining accountability across parties.
* Communicate clearly with stakeholders to align on timeframes, expectations, and outcomes.
Communication and Documentation
* Deliver clear, factual, and customer‐focused communication across phone and email channels.
* Maintain accurate, complete, and timely case records in Salesforce, ensuring decisions, actions, and evidence are clearly documented.
* Use professional, neutral language that avoids speculation or misrepresentation of customer rights or outcomes.
Risk, Escalation and Continuous Improvement
* Identify emerging risks such as repeated failures, prolonged delays, safety concerns, or loss of customer confidence.
* Escalate matters promptly where higher‐level review or specialist assessment is required.
* Contribute insights on recurring issues, customer pain points, or process gaps to support service improvement and reduce repeat complaints.
Essential
Qualifications and Experience
* Experience in complaint handling, dispute resolution, or case management within a customer‐facing environment.
* Strong written and verbal communication skills, including clear documentation and customer correspondence.
* Demonstrated ability to manage multiple complex cases concurrently and work to defined timeframes.
Preferred
* Automotive industry experience or exposure to service, warranty, or repair processes.
* Working knowledge of Australian Consumer Law in relation to consumer complaints.
* Experience using Salesforce or a similar CRM or case management system.
Fixed Term Contract
This is a fixed term contract for 12 months and based in Port Melbourne.
EEO Statement
At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation, and disability. Diverse teams will allow us to better meet the evolving needs of our customers and care for our future.
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