[Hiring] Customer Resolutions Agent @Domestic & General

Role Description

We have a great opportunity for a Customer Resolutions Agent to join our US Contact Centre. This position is customer facing and can impact customer retention by providing world class service when a repair journey has fallen short of standards. This role is vital in both maintaining and exceeding established service SLAs for warranty support. The agent is essential to ensuring customer satisfaction while adhering to financial responsibilities of the plan T&Cs.

Qualifications

• Prior experience in a customer resolutions or complaints handling role, with strong proven complaints handling experience
• Confidence in decision-making, under pressure
• Ability to work autonomously
• High attention to detail and accuracy
• A passion to deliver a first-class customer service
• Enthusiasm for working in a fast-paced environment
• Excellent communication skills
• Strong Microsoft Office experience with Word, Excel and PowerPoint
• Great team spirit and company culture!

Requirements

• Ensure positive customer outcomes for escalations, complaints, service requests, product replacements
• Be the voice of the customer by listening with empathy and acknowledging concerns
• Adhere to KPI(s), as defined by the leadership team, to ensure departmental expectations and customer outcomes are met

Benefits

• Creative, fast-moving and exciting culture
• Opportunity to be part of transformational change
• Equal opportunities employer
• Thorough referencing process, including credit and criminal record checks