Customer Resolution Advisor

3 days ago

Leeds, United Kingdom Hawk 3 Talent Solutions Full time

**Hawk 3 Talent Solutions are operating as an employment agency on behalf of its client.**

**Customer Resolution Advisor**

Permanent

Location: Leeds (Kirkstall)

**Salary**: £22,500

**Main Responsibilities**
- Provide assurance as the main point of contact for resolution to complaints/issues.
- Providing timely and accurate responses to build the customers Confidence.
- Responsible for logging and communicating corrective actions with relevant person.
- Assist management in recording complaints to accurately capture areas of improvement.
- Responsible for providing returns authorisation and completing all relevant returns processes within SAP system.
- Liaise with Sales Representative, where required, for any additional support with returns/credit authorisation.
- Escalate high value returns/credit requests to Sales Director and Customer Experience Manager.
- Responsible for raising credit notes within SAP in relation to: claims, returns requests and invoice errors.

**Experience and Skills required**
- Ability to effectively and confidently handle any occurrence of conflict, demonstrating active listening and empathy skills.
- Methodical approach to your work ensuring high accuracy of right first time.
- Critical thinking and problem-solving skills are essential for effective decision making and delivering appropriate outcomes.
- Demonstrates a high regard for due diligence and attention to detail.
- Strong technical aptitude to understand the range of products and services and utilise this knowledge to best serve the customer.
- Excellent cost management: ability to balance business profitability with customer expectations.
- Thrives at working under own initiative/minimum supervision; whilst having the humility and maturity to seek support.

**Closing date is 1.12.2021

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