Customer Resolution Specialist

Placements24; United States; Hybrid; USD 11,000 - 17,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Hybrid work model

Paid time off

Wellness resources

Conflict resolution training

Job summary

Placements24 is seeking a dedicated Customer Resolution Specialist to join our client in Welkom, South Africa. The role focuses on investigating complaints, resolving complex issues, and ensuring customer satisfaction through thoughtful problem-solving and clear communication.

You will use CRM tools, collaborate across departments, and advocate for customers while contributing to process improvements in a supportive, growth-oriented team.

Qualifications

• Proven experience in a customer service role, focusing on complaint resolution.
• Excellent problem-solving and analytical abilities.
• Strong verbal and written communication with empathy.
• Ability to use CRM systems and related tools.
• Ability to handle a caseload independently.

Responsibilities

• Investigate and resolve complex customer complaints escalated from frontline support.
• Provide clear updates and resolutions to customers.
• Identify root causes and suggest process improvements.
• Collaborate with sales, operations, and product teams.
• Maintain detailed records in the CRM system.
• Act as a customer advocate and ensure issues are addressed promptly.
• Contribute to continuous improvement of service processes.

Skills

Customer service

Complaint resolution

Analytical skills

Communication skills

CRM proficiency

Problem-solving

Tools

CRM software

Job description

About the Role

Our client is looking for a dedicated and empathetic Customer Resolution Specialist to join their team in Welkom, Free State . This role is critical in addressing and resolving customer complaints and complex issues that require a higher level of intervention. You will be responsible for investigating customer concerns, identifying root causes, and implementing effective solutions to ensure customer satisfaction and retention. The ideal candidate will possess strong analytical skills, excellent communication abilities, and a genuine commitment to customer advocacy. This position offers a rewarding opportunity to make a tangible difference in customer experiences within a supportive and growing organization. We foster an environment where problem-solving and customer-centricity are highly valued.

Key Responsibilities

• Investigate, analyze, and resolve complex customer complaints and issues escalated from frontline support.
• Communicate effectively with customers, providing clear explanations, updates, and resolutions.
• Identify root causes of recurring issues and provide feedback to relevant departments for process improvement.
• Negotiate and implement fair and satisfactory solutions for customers within company guidelines.
• Maintain accurate and detailed records of customer interactions, investigations, and resolutions in the CRM system.
• Collaborate with other departments, such as sales, operations, and product development, to resolve customer issues effectively.
• Develop and maintain an in-depth understanding of company policies, products, and services.
• Act as a customer advocate, ensuring their concerns are heard and addressed promptly and professionally.
• Contribute to the continuous improvement of customer service processes and procedures.

Requirements

• Proven experience in a customer service role, with a focus on complaint resolution or specialized support.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills, with the ability to handle difficult conversations with empathy and professionalism.
• Proficiency in using CRM software and other customer service tools.
• Ability to work independently and manage a caseload of complex issues.
• Strong understanding of customer service principles and best practices.
• Ability to remain calm and composed under pressure.
• Experience in conflict resolution is highly desirable.
• Familiarity with the products/services offered by our client is a plus.

Benefits

• Competitive salary and potential for performance-based incentives.
• Comprehensive health and retirement benefits package.
• Opportunities for training in conflict resolution and advanced customer service techniques.
• A hybrid work model allowing flexibility between office and remote work.
• A supportive team environment in Welkom, Free State .
• Paid time off and standard company holidays.
• Access to wellness resources.