Customer Experience Resolution Specialist
3 weeks ago
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:
- Manage customer demand with flexibility, prioritizing and multitasking as needed to ensure seamless service delivery.
- Diagnose, schedule, and reschedule repair appointments based on customer demand and resource availability, ensuring timely resolution of issues.
- Provide first-point contact resolution across all customer channels, including phone, email, and in-person interactions.
- Identify customer needs using effective listening and questioning techniques to deliver personalized solutions.
- Handle challenging conversations where expectations cannot be met, maintaining a calm and empathetic demeanor.
- Collaborate with the Customer Experience Team to improve satisfaction and drive business growth.
- Ensure compliance with GDPR for customer data management, upholding the highest standards of data protection.
Requirements:
- Excellent communication skills (verbal and written) for various audiences, with the ability to adapt communication styles for sensitive or vulnerable customers.
- Ability to remain calm under pressure, with empathy and diplomacy, to resolve complex customer issues.
- 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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