Job Title: Customer Engagement Specialist
Description:
We are seeking a skilled Customer Engagement Specialist to join our team. As a key member of our customer-facing department, you will be responsible for managing and resolving customer complaints effectively in line with governance.
The ideal candidate will have 3+ years of experience in a customer support or complaints resolution role, preferably in the Telecom industry. You will possess strong interpersonal and communication skills, with a high level of empathy. Ability to manage emotionally charged conversations and resolve conflict is essential.
You will work closely with internal teams to expedite resolution and ensure timely feedback to the customer. Monitoring complaint trends to identify recurring issues and suggesting improvements to processes is also a crucial aspect of this role.
The successful candidate will be proactive, resilient, and composed under pressure. You will be empathetic and customer-focused, with a strong ownership mentality. Strong analytical and problem-solving skills, along with experience in root cause analysis and cross-functional collaboration, are highly regarded.
Required Skills and Qualifications:
* 3+ years in a customer support or complaints resolution role (Telecom industry preferred)
* Experience handling FDV or vulnerable customers is highly regarded
* Strong interpersonal and communication skills, with a high level of empathy
* Ability to manage emotionally charged conversations and resolve conflict
* Strong analytical and problem-solving skills
* Experience in root cause analysis and cross-functional collaboration
Benefits:
* A dynamic and supportive work environment
* Opportunities for professional growth and development
* A competitive salary package
Others:
This is an exciting opportunity to join a leading organization and make a real difference in the lives of our customers. If you are a motivated and customer-focused individual with excellent communication skills, we encourage you to apply.