Customer Complaints Handler

Posted 19 March by Adecco
Easy Apply

Our client seeks an experienced customer complaints handler on a months temporary cover.

To provide a first class response to consumers calls and emails.

Main Tasks and Accountabilities

  • Resolution of consumer queries and complaints

· Uses judgement and resources available to resolve consumer query, contact by phone, email & letter using principle of first time resolution

· Log all issues requiring follow up on the CR400 system for future reference

· Resolution could involve receiving product back for inspection, issuing a free spare part or vouchers, or simply finding out more details on a product, troubleshooting problems with 'technical' products or sending out new sets of instructions.

· Escalation of consumer complaints to supervisor when appropriate

Sales of Spare Parts

Handling of vouchers to resolve consumer complaints

Performance Criteria (Key Performance Indicators):

90% of calls answered and emails responded to in 48 hours

Key Relationships:

Internal Working Relationships:

  • Marketing
  • Customer Services
  • Planning
  • PR

External Working Relationships:

  • Consumers
  • Licensees
  • Retailers' consumer teams

Competencies:

Technical:

  • MS Office proficiency
  • Experience of customer database (preferably AS400)
  • Experience of working in 'call centre' environment with call queuing system
  • Ability to log details on system whilst taking calls
  • Ability to use various sources of information to resolve queries

Behavioural:

  • Ability to resolve majority of complaints without escalation
  • Think on feet & deal with complaints calmly, sympathetically and professionally especially given nature of our products & users are babies and small children
  • Exercise judgement in balancing consumer demands and needs of the business.
  • Trustworthy - happy to handle cash & take payment & pre-requisite to keep company and consumer information confidential

Professional experience:

  • experience in a similar, seasonal, fast paced manufacturing / distribution organisation. Alternatively retailing.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Required skills

  • Complaints Handler

Reference: 37541401

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