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Customer Resolution Specialist
Radius Limited
Crewe, GBR
Full-time
Entry
Onsite
Discovered 1 weeks ago
Free
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Your key responsibilities day to day will be…
- Achieve daily performance targets, with a focus on outbound activity.
- Manage and investigate customer disputes from initial request through to resolution.
- Liaise with customers and internal stakeholders to gather information and reach fair outcomes.
- Produce regular CSAT reports, highlighting customer feedback, performance trends and key areas of focus.
- Ensure disputes are resolved within agreed service levels and in line with company policies and procedures.
- Identify recurring themes and trends within disputes and customer feedback, escalating opportunities for improvement where appropriate.
- Maintain accurate records and case notes to support decision-making and reporting.
What success looks like
Disputes are resolved within agreed timescales.
Reporting is accurate, insightful and delivered on time.
Customer feedback is used to drive continuous improvement.
Trends and root causes are identified and shared with relevant stakeholders.
Customers receive a professional and consistent experience throughout the dispute resolution process.
Positive working relationships are maintained with internal teams and stakeholders.
What do we expect of you?
Strong customer service skills with the ability to communicate effectively at all levels.
Ability to manage difficult conversations, negotiate effectively and overcome objections.
Strong problem-solving and decision-making skills.
Ability to prioritise workload and work to deadlines within a fast-paced environment.
Excellent communication skills, both written and verbal, with the ability to engage professionally with internal and external stakeholders.
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