Customer Resolution Specialist

Placements24; East London; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Placements24 is seeking a Customer Resolution Specialist in East London, Eastern Cape. You will resolve customer complaints and escalations, working across logistics, sales, and finance to gather information and provide clear resolutions.

The role emphasizes professionalism, empathy, and effective communication to maintain high customer satisfaction. The ideal candidate has strong skills in communication, negotiation, and CRM usage, with the ability to stay calm under pressure and manage

Qualifications

• Proven experience in customer service, with a focus on complaint resolution or similar specialized role.
• Exceptional communication, negotiation, and interpersonal skills.
• Strong analytical and problem-solving abilities, with a keen eye for detail.
• Proficiency in using CRM software and other customer service tools.
• Ability to remain calm, patient, and empathetic in challenging customer interactions.
• Strong organizational skills and the ability to manage multiple cases simultaneously.
• High school diploma or equivalent; further education or certifications in customer service are a plus.
• Ability to work effectively both independently and as part of a team in an office setting.

Responsibilities

• Investigate and resolve customer complaints, disputes, and complex inquiries escalated from frontline support.
• Communicate with customers via phone, email, and other channels to understand their issues and provide clear resolutions.
• Collaborate with internal departments (e.g., logistics, sales, finance) to gather information and facilitate problem-solving.
• Document all resolution activities and outcomes thoroughly in the CRM system.
• Identify root causes of recurring issues and provide feedback to management for process improvement.
• Empower customers with information and solutions, ensuring their satisfaction and retention.
• Handle sensitive customer information and situations with discretion and care.
• Follow up with customers to ensure their issues have been fully resolved and they are satisfied.
• Stay up-to-date with company policies, product information, and customer service best practices.

Skills

Customer service

Complaint resolution

Negotiation

CRM software

Communication

Analytical thinking

Multitasking

Education

High school diploma or equivalent

Tools

CRM software

Job description

About the Role

Our client, a reputable e-commerce business, is seeking a highly skilled and empathetic Customer Resolution Specialist to join their team in East London, Eastern Cape. This critical role focuses on addressing and resolving customer issues, complaints, and escalations with a high degree of professionalism and efficiency. You will be instrumental in turning potentially negative customer experiences into positive outcomes, thereby strengthening customer loyalty and brand reputation. The ideal candidate will possess excellent communication skills, a strong understanding of customer service principles, and the ability to navigate complex situations with a calm and composed demeanor. This is a key role in maintaining our client's commitment to exceptional customer care.

Key Responsibilities

• Investigate and resolve customer complaints, disputes, and complex inquiries escalated from frontline support.
• Communicate with customers via phone, email, and other channels to understand their issues and provide clear resolutions.
• Collaborate with internal departments (e.g., logistics, sales, finance) to gather information and facilitate problem-solving.
• Document all resolution activities and outcomes thoroughly in the CRM system.
• Identify root causes of recurring issues and provide feedback to management for process improvement.
• Empower customers with information and solutions, ensuring their satisfaction and retention.
• Handle sensitive customer information and situations with discretion and care.
• Follow up with customers to ensure their issues have been fully resolved and they are satisfied.
• Stay up-to-date with company policies, product information, and customer service best practices.

Requirements

• Proven experience in customer service, with a significant focus on complaint resolution, dispute handling, or a similar specialized role.
• Exceptional communication, negotiation, and interpersonal skills.
• Strong analytical and problem-solving abilities, with a keen eye for detail.
• Proficiency in using CRM software and other customer service tools.
• Ability to remain calm, patient, and empathetic in challenging customer interactions.
• Strong organizational skills and the ability to manage multiple cases simultaneously.
• High school diploma or equivalent; further education or certifications in customer service are a plus.
• Ability to work effectively both independently and as part of a team in an office setting.

Benefits

This position offers a competitive salary and the opportunity to make a tangible impact on customer satisfaction and loyalty. Our client provides a supportive and professional work environment. You will have access to ongoing training and development opportunities to enhance your skills. Join a company that values its employees and fosters a culture of excellence in customer care. This role offers a chance to grow within a growing organization and contribute to its success.