Job Description
We are seeking a dedicated Customer Resolution Specialist to join our team in Solihull, United Kingdom. As a Customer Resolution Specialist, you will be the primary point of contact for our valued customers, addressing their concerns and providing exceptional support to ensure their satisfaction.
* Respond to customer inquiries and complaints through various channels, including phone, email, and chat
* Investigate and resolve complex customer issues in a timely and efficient manner
* Collaborate with internal teams to find solutions and prevent recurring problems
* Maintain accurate records of customer interactions and follow-up actions
* Identify opportunities to improve customer experience and suggest process enhancements
* Escalate critical issues to appropriate departments or management when necessary
* Stay updated on company products, services, and policies to provide accurate information to customers
* Achieve and maintain high customer satisfaction ratings through quality service delivery
Qualifications
* Excellent verbal and written communication skills with the ability to convey information clearly and empathetically
* Strong problem-solving abilities and analytical thinking to resolve complex customer issues
* Proven active listening skills to understand customer needs and concerns fully
* Proficiency in conflict resolution techniques to handle challenging customer situations
* Experience with customer service software such as Service Now
* Competent in using Microsoft Office Suite for documentation and reporting
* Track record of successfully handling complex customer issues and achieving high satisfaction rates
* Ability to work on-site in Solihull, United Kingdom
* Patient and composed demeanor, even in high-pressure situations
* Ability to adapt to changing priorities and multitask effectively
* Team player with a positive attitude and willingness to go above and beyond for customers