
Elevated Resolution Professional
2 weeks ago
Key Responsibilities:
- Escalate and resolve customer issues related to refunds, disputes, and concerns.
- Investigate root causes of escalations to prevent recurrence.
- Manage refund requests in accordance with company policies.
- Collaborate with relevant departments to streamline processes and minimize errors.
Communication and Customer Interaction
- Communicate professionally and empathetically with customers.
- Provide timely updates on resolution status.
- Work closely with cross-functional teams.
Documentation and Reporting
- Maintain accurate records of escalated cases.
- Generate regular reports on escalation trends.
Requirements
- Excellent communication skills.
- Strong problem-solving abilities and analytical mindset.
- Empathy and patience in dealing with customer concerns.
- Ability to collaborate effectively with cross-functional teams.
- Proficiency in using CRM software and customer support tools.
Competencies
- Customer Focus: Demonstrated commitment to understanding and meeting customer needs.
- Adaptability: Ability to adjust to changing priorities and work in a fast-paced environment.
- Conflict Resolution: Proven ability to manage and resolve conflicts.
- Attention to Detail: Meticulous in maintaining accurate records.
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