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Customer Relations Specialist

2 months ago

Eastleigh, United Kingdom Workshop Recruitment Full time

Role Overview
As a Customer Relations Specialist, you will play a crucial role in guiding customers through the complaints process, evaluating each case on its individual merits, and determining the appropriate resolution.

The team is dedicated to identifying recurring issues and providing feedback that may benefit other customers.

Key Responsibilities

  • Serve as the initial point of contact for customers during the complaint resolution process, acknowledging complaints and outlining the next steps.
  • Investigate complaints thoroughly and reach a resolution based on the specific circumstances of each case.
  • Clearly and concisely communicate your findings and decisions to customers and relevant stakeholders, ensuring strong oral and written communication.
  • Collaborate and build relationships with various departments within the organization and external partners, including contractors and local representatives.

Required Skills and Expertise

  • Exceptional written communication skills with the ability to convey messages clearly and succinctly.
  • Proactive approach with sound judgment, demonstrating sensitivity and fairness in decision-making.
  • Customer-oriented mindset, exhibiting a courteous and empathetic telephone demeanor.
  • Strong organizational skills to manage workload effectively and meet deadlines.
  • Previous experience in customer service, particularly in handling complaints or challenging conversations.
  • Proficient in Microsoft Office applications, including Outlook, Word, and Excel.
  • Adept at analyzing complex complaints and customer feedback, with the ability to substantiate findings.

Working Hours
Monday to Friday, 37 hours per week during standard office hours.