Customer Resolution Advisor - Appcast Enterprise : Job Details

What you will do 

As a Customer Resolutions Advisor, you will play a key role in liaising with our B2B customers who have raised a complaint. In this role you will be responsible for managing and resolving customer issue through effective communication and problem-solving skills, whilst maintaining positive relationships. You’ll handle escalated customer issues, coordinate solutions with internal teams, and strive to deliver a high standard of service that aligns with our company values.

What We Offer

• Competitive salary
• Paid holidays and sick pay
• Comprehensive benefits: pension, life assurance, employee assistance, referral scheme, discounts, cycle to work scheme, and Johnson Controls product discounts
• Extensive training opportunities
• Collaborative team environment
• Career development ladders
• Zero Harm safety policy
• Business resource groups access

How you will do it 

• Handle escalated customer complaints, ensuring timely and effective resolution
• Collaborate with internal teams to investigate and resolve customer issues
• Maintain accurate records of complaints and resolution provided
• Provide first-class customer service via phone and email for complaint handling
• Identify opportunities to improve customer experience and reduce future complaints
• Manage relationships with key stakeholders, ensuring they are kept informed of progress

What we look for 

Required 

• Excellent customer service skills (inc. ability to objection handle)
• A pro-active, solution focused mind set
• Ability to handle complex queries and challenging conversations
• Attention to detail and excellent spoken and written communication is essential
• Ability to multi-task and work in a dynamic environment/adjust to change quickly
• Excellent interpersonal and communications skills
• Computer proficiency with the ability to handle multiple PC applications at once
• Ability to assign and manage workloads effectively

Preferred 

• Experience of security industry (desirable but not essential).
• Experience with company systems CBS/JDE/SMS/Salesforce will be an advantage

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