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Customer Resolutions Agent
About the position
Protecting appliances. Supporting customers. Solving problems with confidence. We have a great opportunity for a Customer Resolutions Agent to join our US Contact Centre This position is customer facing and can impact customer retention by providing world class service when a repair journey has fallen short of standards. This role is vital in both maintaining and exceeding established service SLAs for warranty support. The agent is essential to ensuring customer satisfaction while adhering to financial responsibilities of the plan T&Cs. About You To be successful in this role, you will need: Prior experience in a customer resolutions or complaints handling role, with strong proven complaints handling experience Confidence in decision-making, under pressure Ability to work autonomously High attention to detail and accuracy A passion to deliver a first-class customer service Enthusiasm for working in a fast-paced environment Excellent communication skills Strong Microsoft Office experience with Word, Excel and Powerpoint Great team spirit and company culture! The Role This role is responsible for working closely with our customers and provides resolutions to include case management, complaints, service repairs and claims, accidental damage/accessories and product replacements As a skilled customer service resolutions agent, you’ll always make sure that the customer’s interest comes first. You understand the customer’s perspective and have a natural ability to build a strong rapport. The most successful agents champion the customer voice and pride themselves on customer satisfaction. What You’ll Do Ensure positive customer outcomes for escalations, complaints, service requests, product replacements Be the voice of the customer by listening with empathy and acknowledging concerns Adhere to KPI(s), as defined by the leadership team, to ensure departmental expectations and customer outcomes are met The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now! Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks. At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey. At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
Responsibilities
- Ensure positive customer outcomes for escalations, complaints, service requests, product replacements
- Be the voice of the customer by listening with empathy and acknowledging concerns
- Adhere to KPI(s), as defined by the leadership team, to ensure departmental expectations and customer outcomes are met
Requirements
- Prior experience in a customer resolutions or complaints handling role, with strong proven complaints handling experience
- Confidence in decision-making, under pressure
- Ability to work autonomously
- High attention to detail and accuracy
- A passion to deliver a first-class customer service
- Enthusiasm for working in a fast-paced environment
- Excellent communication skills
- Strong Microsoft Office experience with Word, Excel and Powerpoint
- Great team spirit and company culture!
