About Company
Navigating the complexities of client relations requires a unique blend of empathy and strategy. Career.zycto specializes in connecting top talent with innovative companies, fostering environments where professionals can thrive. For a Customer Complaints Resolution Coordinator, we offer an opportunity to shape positive customer experiences. You’ll join a forward-thinking platform that values meticulous problem-solving and clear communication. We believe resolving customer issues isn’t just about closing tickets; it’s about building lasting trust and improving service. Discover a place where your commitment to excellence makes a tangible difference, helping clients maintain stellar reputations.
Job Description
Are you a natural problem-solver with an exceptional ability to turn challenging customer experiences into positive outcomes? Career.zycto is seeking a dedicated and empathetic Customer Complaints Resolution Coordinator to join our talent pool, working remotely from Lupane, Matabeleland North Province. In this vital role, you will be the front-line ambassador, bridging the gap between customer concerns and effective, timely solutions. This position offers the flexibility of remote work, empowering you to manage your responsibilities and contribute significantly from your home office, while making a real difference to customer satisfaction and brand reputation.
We are looking for someone who thrives on investigation, communication, and resolution. You will be responsible for meticulously documenting, analyzing, and resolving customer complaints across various channels, ensuring adherence to company policies and regulatory standards. Your day-to-day will involve deep dives into customer feedback, collaborating with internal teams to identify root causes, and implementing preventative measures. This is more than just resolving individual issues; it’s about identifying systemic patterns, improving existing processes, and consistently championing the customer experience throughout the organization. Your proactive approach will be key in transforming potential detractors into loyal advocates.
The ideal candidate will possess an innate sense of empathy, coupled with a robust analytical mindset. You should be adept at de-escalating tense situations, maintaining composure under pressure, and communicating complex information clearly and concisely, both verbally and in writing. Your organizational skills will be paramount in managing a caseload of diverse complaints, prioritizing effectively, and ensuring all resolutions are documented thoroughly and transparently in our CRM systems. Furthermore, a strong commitment to ethical conduct and fairness is essential. If you are passionate about fostering customer loyalty, driven by a desire to continuously improve service delivery, and eager to make a tangible impact from a remote setting, we encourage you to apply. Join Career.zycto and help our clients build stronger, more trusted relationships with their customers. This role offers an excellent opportunity for professional growth within a supportive and dynamic environment where your contributions are truly valued.
Key Responsibilities
- Investigate and resolve customer complaints efficiently and effectively, adhering to company policies and service level agreements.
- Document all interactions, investigations, and resolutions meticulously within CRM systems.
- Communicate resolution outcomes to customers clearly, professionally, and empathetically, maintaining positive customer relationships.
- Collaborate with internal departments (e.g., Sales, Operations, Product Development) to identify root causes of complaints and propose preventative solutions.
- Monitor complaint trends, generate reports, and provide insights to management for continuous service improvement.
- Proactively identify opportunities to enhance the customer experience and prevent future issues.
- Stay updated on company products, services, and policies to provide accurate information and resolutions.
- Adhere to data privacy and security protocols in all customer interactions.
Required Skills
- Proven experience in a customer service or complaints resolution role.
- Excellent verbal and written communication skills in English.
- Strong problem-solving and analytical abilities.
- High level of empathy and emotional intelligence.
- Proficiency with CRM software and general office applications (e.g., Microsoft Office Suite).
- Ability to work independently and manage time effectively in a remote setting.
- De-escalation and conflict resolution skills.
- Exceptional organizational and multitasking capabilities.
Preferred Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- Certification in Customer Service, Conflict Resolution, or Quality Management.
- Experience with Zendesk, Salesforce Service Cloud, or similar enterprise-level CRM platforms.
- Familiarity with regulatory compliance frameworks related to customer service.
- Ability to communicate in additional local languages (e.g., Ndebele, Shona).
Perks & Benefits
- Competitive monthly salary.
- Fully remote work environment.
- Flexible working hours.
- Opportunities for professional development and training.
- Supportive and collaborative team culture.
- Access to cutting-edge tools and technologies for remote work.
- Contribution to a growing organization focused on customer excellence.
- Paid time off and public holidays.
How to Apply
If you are ready to make a significant impact on customer satisfaction from the comfort of your home, we encourage you to apply! Please click on the application link below to submit your resume and a compelling cover letter outlining your experience and why you are the ideal candidate for this remote role.
