About Company
Driving client satisfaction and fostering positive relationships is at the core of Career.zycto’s mission. We’re a dynamic organization dedicated to connecting talent with opportunity, specializing in creating seamless experiences for both employers and job seekers. For a Customer Complaints Resolution Coordinator, this means joining a supportive environment where your problem-solving prowess directly impacts our reputation and the trust our clients place in us. You’ll be instrumental in transforming challenges into triumphs, ensuring every interaction reflects our commitment to excellence and continuous improvement.
Job Description
Career.zycto is actively seeking a highly empathetic, detail-oriented, and resilient Customer Complaints Resolution Coordinator with a remote option to join our dedicated team. In this pivotal role, you will be the front-line ambassador for client satisfaction, responsible for expertly handling and resolving complex customer issues and complaints. We are looking for someone who thrives in a problem-solving environment, possesses exceptional communication skills, and can maintain a calm, professional demeanor even in challenging situations. Your primary objective will be to de-escalate situations, investigate root causes, and provide effective, timely, and lasting solutions that restore customer trust and prevent recurrence.
This position requires a deep understanding of customer service best practices, a commitment to continuous improvement, and the ability to work independently within a remote setup while still being an integral part of a collaborative team. You will be instrumental in identifying trends in customer feedback, contributing to the enhancement of our services, and upholding Career.zycto’s reputation for excellence. If you are passionate about turning negative experiences into positive outcomes and are driven by a desire to make a tangible difference in customer satisfaction, we encourage you to apply. This is a fantastic opportunity to leverage your dispute resolution skills in a flexible and supportive work environment, making a direct impact on our operational success and client relationships.
Key Responsibilities
- Manage and resolve complex customer complaints across various communication channels (email, phone, chat) in a timely and professional manner.
- Investigate the root causes of complaints, gather necessary information, and collaborate with internal departments to formulate comprehensive solutions.
- De-escalate challenging customer interactions, demonstrating empathy, active listening, and a commitment to resolution.
- Document all complaint details, actions taken, and resolutions accurately in the CRM system.
- Follow up with customers to ensure satisfaction with the resolution and identify opportunities for service recovery.
- Identify trends in customer complaints and provide actionable feedback to management for process improvement and service enhancement.
- Adhere to company policies and regulatory guidelines while handling sensitive customer information.
- Contribute to the development of FAQs, knowledge base articles, and training materials to proactively address common issues.
Required Skills
- Minimum of 3 years of experience in a customer service, complaints resolution, or client relations role.
- Exceptional verbal and written communication skills in English.
- Proven ability to de-escalate difficult situations and handle challenging customers with poise and professionalism.
- Strong problem-solving and analytical abilities, with a keen eye for detail.
- Proficiency in using CRM software and other customer service tools.
- Ability to work independently and manage time effectively in a remote work environment.
- High level of empathy and a genuine desire to help customers.
Preferred Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Experience working in the Human Resources or Recruitment industry.
- Familiarity with local consumer protection laws and regulations in Zimbabwe.
Perks & Benefits
- Competitive salary package.
- Flexible remote work arrangement.
- Opportunities for professional development and continuous learning.
- Supportive and collaborative team environment.
- Impactful role in shaping customer satisfaction and company reputation.
- Access to modern communication and collaboration tools.
How to Apply
To seize this exciting opportunity and contribute your expertise to Career.zycto, please click on the application link below. We look forward to reviewing your qualifications and learning how you can help us elevate our customer experience.
