Customer Resolution Specialist

Placements24; Kimberley; Hybrid; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Health insurance

Dental coverage

Vision insurance

Professional development

Hybrid work environment

Paid time off

Job summary

Placements24 in Kimberley is seeking a proactive Customer Resolution Specialist to address and resolve escalating customer issues, ensuring satisfaction and retention. You will be the point of escalation and work to de-escalate challenging situations with empathy.

This hybrid role involves collaborating with internal teams, maintaining detailed CRM records, and contributing to service improvements while balancing remote and in-office duties.

Qualifications

• Experience in customer service, especially handling complaints or resolutions.
• Excellent problem-solving, negotiation, and de-escalation skills.
• Strong communication and interpersonal abilities.

Responsibilities

• Investigate and resolve escalated customer complaints and issues efficiently.
• Communicate effectively with customers to understand their concerns and provide timely updates.
• Collaborate with internal teams to identify root causes of issues and implement corrective actions.
• Maintain detailed records of customer interactions and resolutions in the CRM system.
• Identify trends in customer issues and provide feedback for service improvement.

Skills

Customer service

Problem solving

De-escalation

Communication

Analytical thinking

Tools

CRM software

Customer support tools

Job description

About the Role

Our client is seeking a proactive and detail-oriented Customer Resolution Specialist to join their team in Kimberley . This role is focused on addressing and resolving complex customer issues, ensuring client satisfaction and retention. You will act as a point of escalation for challenging customer situations, requiring strong analytical skills and a commitment to finding effective solutions. The ideal candidate is an empathetic communicator, adept at de-escalating situations and providing exceptional service within a flexible hybrid work model. Become a key player in ensuring our customers feel heard and valued.

Key Responsibilities

• Investigate and resolve escalated customer complaints and issues efficiently.
• Communicate effectively with customers to understand their concerns and provide timely updates.
• Collaborate with internal teams to identify root causes of issues and implement corrective actions.
• Maintain detailed records of customer interactions and resolutions in the CRM system.
• Identify trends in customer issues and provide feedback for service improvement.

Requirements

• Proven experience in a customer service , particularly in handling complaints or resolutions.
• Excellent problem-solving, negotiation, and de-escalation skills.
• Strong communication and interpersonal abilities.
• Proficiency with CRM software and customer support tools.
• Ability to thrive in a hybrid work environment, balancing remote and in-office responsibilities.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Opportunities for professional development and advanced training.
• A supportive and collaborative hybrid work environment.
• Generous paid time off.