Customer Complaint Resolution Specialist

3 days ago

Thāne, Maharashtra, India beBeeResolution Full time ₹ 15,00,000 - ₹ 30,00,000

Job Title: Resolution Champion

We are seeking a seasoned professional to join our team as a Resolution Champion. As a key member of our support organization, you will be responsible for ensuring timely and effective resolutions to customer issues.

About the Role

The Resolution Champion plays a critical role in our customer support structure, working closely with customers, support teams, and other stakeholders to resolve complex issues efficiently.

Main Responsibilities:

  • Manage the lifecycle of customer complaints, including acting as a single point of contact and performing thorough impact analysis.
  • Act as a liaison between customers, internal teams, and other stakeholders, requiring strong communication and interpersonal skills.
  • Lead investigations into major incidents and provide updates to stakeholders as necessary.
  • Build and maintain strong relationships with key stakeholders to drive efficient collaboration and reduce resolution times.
  • Ensure seamless ticket assignment and status updates while identifying areas for process improvement.
  • Investigate underlying causes of customer complaints and work towards permanent solutions.
  • Monitor customer satisfaction trends and report on performance to ensure exceptional customer experience.
  • Develop and deliver training programs for team members on tools used and resolution processes.

Requirements

  • At least 7 years of experience handling customer complaints or working in a customer-facing support role in fast-paced environments.
  • Proven ability to communicate effectively with customers and other stakeholders (technical and non-technical) and build strong working relationships cross-functionally.
  • Experience working with relevant tooling, including ticketing systems and dashboard tools.
  • Ability to identify root causes, analyze issues, and develop effective solutions.
  • Excellent time management and prioritization skills to handle multiple tasks simultaneously.
  • Technical understanding of products and services supported is essential.

About Us

We value professionalism, teamwork, and customer-centric approach in all aspects of our business. If you are a motivated individual looking for a challenging role where you can make a real difference, we encourage you to apply for this exciting opportunity.

What We Offer

We offer a dynamic work environment, opportunities for growth and development, and competitive compensation packages.

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