Customer Experience Resolution Specialist

3 weeks ago


Manchester, United Kingdom Adecco Full time

Job Summary:

Adecco is seeking a skilled Resolution Specialist to join our team in Manchester. As a key member of our Customer Experience Team, you will be responsible for delivering exceptional customer service and resolving issues at the first point of contact.

Key Responsibilities:

  1. Manage customer demand with flexibility, prioritizing and multitasking as needed to ensure seamless service delivery.
  2. Diagnose, schedule, and reschedule repair appointments based on customer demand and resource availability, ensuring timely resolution of issues.
  3. Provide first-point contact resolution across all customer channels, including phone, email, and in-person interactions.
  4. Identify customer needs using effective listening and questioning techniques to deliver personalized solutions.
  5. Handle challenging conversations where expectations cannot be met, maintaining a calm and empathetic demeanor.
  6. Collaborate with the Customer Experience Team to improve satisfaction and drive business growth.
  7. Ensure compliance with GDPR for customer data management, upholding the highest standards of data protection.

Requirements:

  1. Excellent communication skills (verbal and written) for various audiences, with the ability to adapt communication styles for sensitive or vulnerable customers.
  2. Ability to remain calm under pressure, with empathy and diplomacy, to resolve complex customer issues.
  3. Experience in complaint resolution and customer service for at least 12 months, with a proven track record of delivering exceptional results.


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