Customer Service Resolution Specialist
We are seeking a skilled Customer Service Resolution Specialist to join our team. In this role, you will be responsible for managing and resolving customer complaints efficiently and professionally.
The ideal candidate will have excellent communication and problem-solving skills, as well as the ability to remain calm under pressure and manage difficult conversations tactfully.
Responsibilities:
* Receive, investigate, and resolve customer complaints in accordance with company policies and regulatory requirements.
* Maintain accurate and detailed records of all complaints and their resolutions in the CRM system.
* Communicate clearly and empathetically with customers throughout the complaint resolution process.
* Work closely with internal teams to ensure comprehensive and timely resolution of issues.
* Recommend and help implement process improvements to enhance the customer experience and reduce complaint volume.
Requirements:
* Proven experience in a customer complaint handling role (2+ years preferred).
* Strong communication and interpersonal skills.
* Excellent problem-solving and negotiation abilities.
* Ability to remain calm under pressure and manage difficult conversations tactfully.
* High attention to detail and organizational skills.
* Proficiency in Microsoft Office and CRM systems (e.g., Salesforce, Zendesk).