Customer Resolution Specialist

Description:

• This is a full-time remote role includes a competitive hourly rate, benefit package, and an annual bonus incentive plan.
• Deliver an outstanding positive customer experience to consumers and frontline advisors
• Provide support to customer experience team by handling supervisor and requested resolution chats through our Internal bot platform.
• Ability to handle concurrency of up to 8 chats, while achieving Service Level targets- 10 second Average Speed of Answer (ASA)
• Leverage all available resources to quickly resolve all customer concerns
• Ability to absorb a customer’s objection and find a creative and acceptable solution
• Identify resolution trends and communicate them to the leadership team and collaborate to find long term solutions
• Offer guidance, support, and education to employees to help prevent future resolution issues.
• Take ownership of customers’ issues, aiming for first contact resolution
• Optimize customer experience on every interaction (Internal/External) by demonstrating a willingness to assist
• Trouble-shoot customer issues at the customers’ level of understanding
• Thoroughly walk Customer Experience team through proper troubleshooting steps utilizing appropriate resources (Resolve/TechSee)
• Maintain positive relationships with Dyson customers by completing survey recovery
• Support Workshop and Cielo Dashboard workflows
• Support regional escalation email mailboxes (Voice/Digital)- Work with the Supervisors and Operations Managers to ensure that emails from customers are being responded to within the agreed upon timeframe
• Special projects as needed and assigned by leadership