We are seeking an experienced and articulate Complaint Resolution Specialist to join our customer support operations for the US Market. In this role, you will be the primary point of contact for escalating and resolving complex customer issues, ensuring high satisfaction, and maintaining brand reputation. The ideal candidate possesses top-tier communication skills, professional presentability, and a proven track record in an international voice process.
Key Responsibilities
- Customer Support & Issue Resolution: De-escalate and resolve customer complaints efficiently and empathetically via voice channels.
- Problem Diagnosis: Identify root causes of customer dissatisfaction, analyze process gaps, and implement immediate and long-term solutions.
- Process Compliance: Adhere strictly to company guidelines, standard operating procedures (SOPs), and service-level agreements (SLAs).
- Cross-Functional Collaboration: Coordinate with internal teams (operations, tech, management) to resolve escalated cases effectively.
- Documentation & Reporting: Maintain meticulous records of customer interactions, complaints, actions taken,
and resolution outcomes in the CRM system.
Requirements & Qualifications
- Education: Minimum Graduate degree in any discipline.
- Experience: Minimum 1 year of mandatory experience in an International Voice Process.
- Communication: Exceptional verbal and written English communication skills (neutral accent preferred).
- Interpersonal Skills: Outstanding active listening, patience, negotiation, and conflict-resolution abilities.
- Work Ethic & Presentability: Highly professional demeanor, self-motivated, and presentable.
- Shift Readiness: Comfortable working US business hours (Night Shift).
What We Offer
- Best-in-Industry Salary Package
- Fixed Weekend Off (Saturday & Sunday Off)
- Qualified growth opportunities in an expanding global team