The Role
We are seaking an expeirence Customer Srvice Agent to manage and resolve customer complaints in a timely, empathetic, and professional manner. The role involves investigating issues, identifying root causes, and ensuring satisfactory outcomes for customers in line with company policies and service standards. Key Responsibilities: Handle customer complaints via phone, email, social media, and chat, ensuring a prompt and thorough resolution. Investigate complaints by liaising with internal departments and reviewing customer interactions and transactions. Maintain accurate records of complaints and resolutions in the CRM system. Provide feedback to relevant departments to support service improvements. Follow regulatory and internal complaint handling procedures. Escalate unresolved or high-priority complaints to senior management when necessary. Identify recurring complaint trends and report insights to improve products or services. Deliver excellent customer service with empathy and professionalism, even in difficult situations.

Requirements
Skills and Experience: – Previous experience in a customer service or complaints handling role. – Excellent verbal and written communication skills. – Strong problem-solving and conflict resolution abilities. – Ability to remain calm under pressure and manage emotionally charged conversations. – High attention to detail and organizational skills. – Proficiency with CRM software and Microsoft Office. Key Competencies: – Empathy and active listening – Resilience and emotional intelligence – Analytical thinking – Time management – Accountability – Adaptability to change