Customer Resolution Specialist

About the Role

Our client is seeking a skilled Customer Resolution Specialist to join their team in Portsmouth , offering a flexible hybrid working arrangement. This role is dedicated to addressing and resolving customer complaints and complex issues effectively and efficiently, aiming to retain customer loyalty. You will be a key point of contact for customers facing difficulties, requiring empathy, strong negotiation skills, and a deep understanding of company policies and procedures. This role is vital for maintaining customer trust and satisfaction in the Hampshire area.

Key Responsibilities

• Investigate and resolve customer complaints and disputes promptly and thoroughly.
• Communicate with customers in a professional and empathetic manner to de-escalate situations.
• Negotiate solutions that are fair to both the customer and the company.
• Document all resolution steps and outcomes accurately in the CRM system.
• Identify root causes of recurring issues and provide feedback for process improvement.

Requirements

• Previous experience in a customer resolution, complaints handling, or customer retention role.
• Excellent communication, negotiation, and conflict-resolution skills.
• Strong analytical skills to assess complex situations and determine appropriate actions.
• Ability to work independently and manage a caseload effectively within a hybrid structure.
• Proficiency with customer service software and data entry.

Benefits

• Competitive salary with potential for performance incentives.
• Hybrid working model providing flexibility.
• Comprehensive training on resolution techniques and company products.
• Access to employee assistance programs.
• A culture that values problem-solving and customer advocacy.