Conflict Resolution Expert

1 week ago

Singapore beBeeAnalytical Full time $60,000 - $80,000
Customer Resolution Specialist

Are you looking for a challenging role that requires analytical and problem-solving skills? Do you have experience in customer support and want to take your career to the next level?

We are seeking a highly skilled Customer Resolution Specialist to join our team. In this role, you will be responsible for investigating customer complaints, conducting analytical work, and ensuring timely and fair resolutions.

Key Responsibilities:

  • Case Management: Investigate cases thoroughly, provide detailed information when requested, and conduct audits/investigations on the internal handling of customer complaint journeys.
  • SCAM/Deactivations Knowledge: Maintain up-to-date knowledge on various customer complaints received in APAC and understand how they are handled across the business.
  • Team Collaboration: Communicate and network with relevant product/operational teams to ensure comprehensive understanding of cases and prompt assistance when needed.
  • SLA Management: Consistently handle cases within SLAs, ensuring no breaches occur based on set deadlines.
  • Team Culture Contribution: Positively contribute to the team culture by enriching the experience, assisting other Complaints officers and teams, sharing decisions, and providing feedback when necessary.

About You:

To succeed in this role, you must have experience in customer support or facing roles for a minimum of 3 years, possess great soft skills, and excellent verbal and written English skills. You should also be analytical, detail-oriented, and comfortable with independent working and decision-making once onboarded.

Required Skills and Qualifications:

  • Customer support or facing experience (min. 3 years)
  • Soft skills: concise communication, attentive listening, teamwork, problem-solving
  • Impeccable verbal and written English skills
  • Analytical and detail-oriented
  • Independent working and decision-making abilities
  • Ability to maintain data security procedures and protect customer data
  • Experience in a tech-driven or fast-paced environment
  • Knowledge of CRM systems such as Zendesk or Salesforce
  • Attention to detail and ability to drive data-driven insights to improve processes

Benefits:

We offer a dynamic and inclusive work environment where diversity is celebrated. As a valued member of our team, you will have opportunities to grow and progress in your career. We encourage collaboration, open communication, and mutual respect among colleagues.

Others:

At Wise, we prioritize fairness, integrity, and professionalism in all aspects of our operations. If you share these values and believe in making a difference, we invite you to join us.

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