Customer Resolution Specialist

Company Description

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.
Since 2000, we’ve been keeping businesses connected.
At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.
Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Job Description

We are seeking a dedicated Customer Resolution Specialist to join our team in Solihull, United Kingdom. As a Customer Resolution Specialist, you will be the primary point of contact for our valued customers, addressing their concerns and providing exceptional support to ensure their satisfaction.

• Respond to customer inquiries and complaints through various channels, including phone, email, and chat
• Investigate and resolve complex customer issues in a timely and efficient manner
• Collaborate with internal teams to find solutions and prevent recurring problems
• Maintain accurate records of customer interactions and follow-up actions
• Identify opportunities to improve customer experience and suggest process enhancements
• Escalate critical issues to appropriate departments or management when necessary
• Stay updated on company products, services, and policies to provide accurate information to customers
• Achieve and maintain high customer satisfaction ratings through quality service delivery

Qualifications

• Excellent verbal and written communication skills with the ability to convey information clearly and empathetically
• Strong problem-solving abilities and analytical thinking to resolve complex customer issues
• Proven active listening skills to understand customer needs and concerns fully
• Proficiency in conflict resolution techniques to handle challenging customer situations
• Experience with customer service software such as Service Now
• Competent in using Microsoft Office Suite for documentation and reporting
• Track record of successfully handling complex customer issues and achieving high satisfaction rates
• Ability to work on-site in Solihull, United Kingdom
• Patient and composed demeanor, even in high-pressure situations
• Ability to adapt to changing priorities and multitask effectively
• Team player with a positive attitude and willingness to go above and beyond for customers