Role Purpose:
- Deliver a great customer experience by resolving issues at the first point of contact.
- Interact in a way that's easy, friendly, and autonomous to meet customer expectations.
We are excited to be working with a client in the Manchester area for 2 x Resolution Specialist.
The roles are to start asap, and will be for a 6 month contract
Key Responsibilities:
- Manage customer demand with flexibility, prioritizing and multitasking as needed.
- Diagnose, schedule, and reschedule repair appointments based on customer demand and resource availability.
- Provide first-point contact resolution across all customer channels.
- Identify customer needs using effective listening and questioning.
- Handle challenging conversations where expectations can't be met.
- Collaborate with the Customer Experience Team to improve satisfaction.
- Take a "put it right first" approach to customer complaints.
- Ensure compliance with GDPR for customer data management.
Skills and Experience Required:
- Excellent communication skills (verbal and written) for various audiences.
- Ability to remain calm under pressure with empathy and diplomacy.
- Ability to adapt communication styles for sensitive or vulnerable customers.
- Experience in complaint resolution and customer service for at least 12 months.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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