Customer Resolutions Administrator
Isle of Man
Permanent
Our client seeks a Customer Complaints and Resolutions Officer to join their team.
You will be responsible for managing and resolving customer complaints efficiently and effectively, ensuring high levels of customer satisfaction. This role also includes covering reception duties, providing a welcoming and professional first point of contact for visitors and callers.
Key Responsibilities
Customer Resolutions Management:
- Receive, log, and acknowledge customer complaints.
- Investigate complaints thoroughly and liaise with relevant departments to gather information.
- Provide timely and accurate responses to customers, ensuring resolution within agreed timeframes.
- Maintain detailed records of all complaints and resolutions.
- Identify trends and areas for improvement based on complaint data.
- Communicate resolutions clearly and professionally to customers.
- Escalate complex or unresolved issues to the Customer Service Manager as needed.
Customer Surveys:
- Collect and analyse survey data to measure CSAT scores.
- Address and resolve any negative feedback received through surveys.
- Report findings to the business and suggest improvements based on feedback.
Reception Duties & Customer Service:
- Greet visitors and callers warmly and professionally.
- Manage the reception area, ensuring it is tidy and welcoming.
- Answer and direct phone calls to the appropriate departments.
- Handle incoming and outgoing mail and deliveries.
- Assist with administrative tasks as required.
- Assist customers with inquiries and provide information about products and services.
- Support the Customer Operations team with various tasks and projects.
Key Skills & Experience
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities.
- Ability to handle difficult situations calmly and professionally.
- Proficiency in using customer service software and Microsoft Office Suite.
- Previous experience in a customer service or complaints resolution role is preferred.
- High level of organisational skills and attention to detail.
- Empathetic and patient.
- Adaptable and able to multitask.
- Positive attitude and team player.
