Customer Resolution Agent

Placements24; Queenstown; Hybrid; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work arrangement

Health coverage

Development opportunities

Job summary

Placements24 is seeking a Customer Resolution Agent in Queenstown to investigate and resolve escalated customer issues. The role balances remote work with in-office presence, requiring strong problem-solving and empathetic communication to drive customer satisfaction and retention.

The ideal candidate will have experience in customer service or complaints handling, solid analytical skills, and familiarization with CRM systems. A hybrid setup offers flexibility and real-world collaboration.

Qualifications

• Experience in customer service, complaints handling, or resolution-focused roles.
• Excellent communication, negotiation, and conflict resolution skills.
• Strong analytical abilities and attention to detail.

Responsibilities

• Investigate and resolve escalated customer complaints and issues with efficiency and empathy.
• Communicate resolution plans and outcomes clearly to customers and relevant internal teams.
• Document all complaint details, investigation findings, and resolution actions in the CRM system.
• Identify root causes of recurring issues and provide feedback to improve products and services.
• Adhere to company policies and regulatory requirements in all customer interactions.
• Collaborate with department managers to implement strategies for service improvement.

Job description

About the Role

Our client is seeking a skilled and customer-focused Customer Resolution Agent to join their team in Queenstown . This critical role involves addressing and resolving complex customer issues, complaints, and inquiries to ensure ultimate customer satisfaction and retention. You will act as a mediator and problem-solver, requiring strong analytical skills and a commitment to providing fair and effective solutions. This hybrid role offers the flexibility to work both remotely and from the office in Queenstown , providing a balanced approach to work and personal life.

Key Responsibilities

• Investigate and resolve escalated customer complaints and issues with efficiency and empathy.
• Communicate resolution plans and outcomes clearly to customers and relevant internal teams.
• Document all complaint details, investigation findings, and resolution actions in the CRM system.
• Identify root causes of recurring issues and provide feedback to improve products and services.
• Adhere to company policies and regulatory requirements in all customer interactions.
• Collaborate with department managers to implement strategies for service improvement.

Requirements

• Minimum of a Grade 12 certificate; tertiary education in a relevant field is a plus.
• Proven experience in a customer service, complaints handling, or resolution-focused role.
• Excellent communication, negotiation, and conflict resolution skills.
• Strong analytical abilities and attention to detail in problem-solving.
• Proficiency in using CRM systems and standard office software.
• Ability to adapt to a hybrid work model, balancing remote and in-office responsibilities.

Benefits

• Competitive salary and potential for performance-based incentives.
• Hybrid work arrangement offering flexibility and work-life balance.
• Comprehensive health coverage and retirement plan options.
• Ongoing training and development opportunities to enhance skills.
• A supportive environment focused on achieving positive customer outcomes in Queenstown.