Customer Resolutions Officer - Stockport, United Kingdom - Total Recruitment Group

Total Recruitment Group

Verified Company

Stockport, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

VACANCY - Customer Resolutions Officer (This is a Customer Services driven role)

SALARY - £

HOURS - 37 hours per week over 5 days

Mon-Thur 8.30am to 5pm with 30 min lunch, Friday 8.30am to 1.30pm.

LOCATION - PLEASE NOTE this role will initially be based at the companies current site in Ashton Under Lyne HOWEVER they are moving to a new, larger site in Autumn 2023 in Stockport.

COMPANY OVERVIEW

Large, very successful Global Engineering Manufacturer, who have a first class reputation within their sector of design and manufacture of world class products.

Position Overview

Customer complaints are inevitable no matter how streamlined the business and so they must always be acknowledged and dealt with effectively.

By ignoring or dismissing complaints we are effectively telling customers that we do not value their opinions - and in this organisation, the customers truly do matter

Reporting to the Aftersales Manager, the person will have a passion for great customer service, respond in an efficient and effective manner to all customer complaints.

Carry out investigations and liaise with all internal departments to resolve customer issues.

This is an important, pivotal role which requires a positive and enthusiastic customer focused approach.

Duties & responsibilities

Ensuring customer complaints are logged on system, accurately and within agreed timescales.
Fully responsible for all required order entry and management of related orders in SAP
Load Field Service orders and repairs order along with completion invoicing.
Investigate and resolve complaints working with the customer and colleagues directly to achieve a positive outcome.
Ensure clients have received acknowledgement of complaint within agreed timescale and re updated regularly.
Allocate complaints to the appropriate investigator based on their skill set and flagging for priority when needed.
Flag any spikes in complaints to Manager and call out any theme's trends.
Ensure information captured on the system is accurate.
Work with the team to raise and progress improvements to support better outcomes for clients and more efficient processes.
Communicate with customers verbally and in writing to gather more information about complaints as and when needed.
Identify and raise risk events.
Champion through to customer satisfaction resolutions to complaints
Ability to turn a customer complaint into an opportunity.
Ability to interact and build relationships with all internal departments and customers.

Skills

You will need to be empathetic, analytical and a problem solver.
You need to be a good listener.
Excellent communication skills written and verbal.
Strong telephone skills and the ability to pick up the phone and talk to customers.
Strong administration skills along with excellent time management skills.
Previous experience in complaint management / resolution.
Ability to remain calm and balanced when communication with customer.

Education or relevant Experience

Must be able to effectively interpret and communicate information from ERP (SAP preferred) system.
2+ years in a customer service role or customer facing technical role

The main attributes are professionalism, understands how to communicate with global customers and can empathise with customers whilst coordinating complaint resolution with our internal teams.

Ideal start date will be 01st July
or sooner depending on your notice period)

Job Types:
Full-time, Permanent

Pay:
£25,000.00-£27,500.00 per year

Benefits: