Customer Complaint Resolution Specialist

1 week ago

Hagonoy, Central Luzon, Philippines beBeeComplaintResolution Full time $80,000 - $120,000

Job Overview

We are seeking a Customer Complaint Resolution Specialist to manage and resolve escalated customer issues, ensuring every customer feels heard and valued.

This role is responsible for handling high-priority customer complaints, disputes, and sensitive issues via phone, think critically, and proactively solve complex problems, take ownership of issues from start to finish, coordinate with internal stakeholders to gather information and ensure timely resolutions, document all customer interactions and resolutions in Zendesk, provide clear feedback to improve processes and prevent future complaints.

Key Responsibilities:

  • Customer De-escalation: Act as the primary point of contact for high-priority customer complaints, disputes, and sensitive issues via phone
  • Problem-Solving: Think critically and proactively to solve complex problems, taking ownership of issues from start to finish
  • Stakeholder Coordination: Coordinate with internal stakeholders (e.g. fulfillment, logistics, marketing) to gather information and ensure timely resolutions
  • Documentation and Feedback: Meticulously document all customer interactions and resolutions in Zendesk to maintain a clear record and provide clear feedback to improve processes and prevent future complaints

Requirements and Qualifications:

  • Exceptional verbal and written communication in English
  • Emotional intelligence and empathy
  • Critical thinking and problem-solving mindset
  • Zendesk and telephony system proficiency

Ideal Candidate Profile:

  • 2+ years in a similar customer support role, with a focus on handling escalated complaints
  • Proven track record of de-escalating angry or frustrated customers and driving issues to resolution
  • Proficiency with Zendesk and modern telephony systems
  • Outstanding command of the English language, both written and spoken

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