Senior Customer Solutions Specialist

About Miele What does it take for a family-run company to become world market leader in the premium domestic appliance segment? It takes more than offering average products, run-of-the-mill service or short-sighted actions. It also requires the aspiration to do it forever better and to be forever better. This stance accounts for a good working environment at Miele and the success of our products. Our colleagues can rest assured that those who live up to our standards of quality and professionalism grow personally and professionally. No matter if they are apprentices or managers. Make our claim your challenge - whether in Gütersloh, Melbourne or Singapore! Become one of more than 23,000 Miele employees in 50 countries around the world who are committed to making our products even better every day - and help us to expand our innovation leadership. About Your Workplace Join Miele's Customer Solutions team and become a trusted expert in delivering premium customer experiences. Based at our Scoresby Head Office, you'll take ownership of complex customer enquiries and escalations while providing guidance and support to colleagues, retail partners and our offshore business partner. As a Senior Customer Solutions Specialist, you'll combine exceptional customer service, problem-solving and relationship management skills to resolve complex issues, improve customer outcomes and help shape continuous improvement across the business. This is an excellent opportunity for an experienced customer service professional looking to take the next step into a senior, subject matter expert role. Your Responsibilities Manage complex customer enquiries, complaints and escalations, ensuring timely resolution and exceptional customer outcomes Provide expert guidance and support to Customer Solutions Specialists, internal stakeholders and offshore business partners Build strong relationships across the business to collaboratively resolve customer issues and improve service delivery Take ownership of customer cases from initial enquiry through to resolution using case management systems Identify opportunities to improve customer processes, systems and service delivery through continuous improvement initiatives Maintain high standards of data accuracy, quality assurance and compliance with business processes Share knowledge, coach team members and contribute to a collaborative, high-performing customer solutions team What We Are Looking For Must-have Extensive experience in customer service, customer solutions or case management Demonstrated ability to resolve complex customer enquiries and escalations with empathy and professionalism Excellent communication, negotiation and conflict resolution skills Strong problem-solving ability with exceptional attention to detail Ability to build positive relationships and influence outcomes across multiple stakeholders Nice-to-have Previous experience in a senior customer service, complaints resolution or escalation role Experience supporting or coaching team members Experience working with case management or CRM systems Experience in a premium retail, service or contact centre environment Our Benefits Hybrid working that blends flexibility and connection: 2 WFH days, 2 flexible office days + Wednesday team connection day Quarterly Life Leave – one paid day each quarter to recharge Personal development and career opportunities Employee discounts Access to a wide range of wellbeing programs, including annual flu vaccinations, Employee Assistance Program and holistic wellbeing support