Customer Resolutions Specialist

Position Overview

We are seeking a highly organized and empathetic second line Customer Resolutions Specialist to manage and resolve customer complaints efficiently and professionally.

The ideal candidate will serve as a key liaison between customers and internal teams, ensuring issues are handled promptly while maintaining a high standard of service and satisfaction.

Key Responsibilities

• Accurately receive, log, and manage customer complaints across all markets through multiple channels, including phone, email, live chat, and social media.
• Acknowledge and respond to customer concerns within agreed service level agreements (SLAs), maintaining a professional, empathetic, and courteous tone.
• Conduct thorough investigations into complaints by gathering information from internal systems and liaising with relevant departments.
• Collaborate with Alternative Dispute Resolution (ADR) services, legal counsel, and compliance t...