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Customer Relations Representative - (22249)

NB - Saint John - 400 Main Street Suites 2040 (NB-6500C)E2k4N5, NB
Description:
 
Overview:
Our client is an enhanced level business group providing resolution of customer problems. Complaints managed by our client are complex/ongoing issues that have not been resolved through business as usual processes. In order to facilitate the resolution process, This is linked to a network of experts from all parts of our client (Product and Solutions, Engineering, Manufacturing, Sales, Administration & Senior Management).
Our client uses a closed loop process which is best described as: They research the customer’s complaint, connects with the appropriate business groups, and creates action plans, coordinates and track commitments until the customer confirms the complaint is resolved. They work with strategic partners to improve the overall customer experience through Root Cause Analysis, reporting, action planning & partnerships. Overall, they must embrace positive relationships with sales, services, administration and other Value Chain Partners to ensure smooth facilitation of customer complaints to ensure we regain as well as earn their customers’ confidence and trust.

Essential Job Functions:
  • Act as the Customer Advocate and facilitates resolution of customer complaints
  • Negotiate customer resolutions, taking or facilitating complaint ownership to ensure completion of agreed-upon actions
  • Achieve complaint resolution by utilizing good business judgment while balancing compliance with established policies
  • Act as a liaison between Customer Relations Group and internal partners such as our client Services, Sales & Admin Groups to increase customer satisfaction across the value chain
  • Prompt resolution and closure of all complaints with the customer using a closed loop process
  • Timely follow-up and escalation of complaints to management to ensure speed of resolution (critical to regain our customers satisfaction)
Applicant Qualifications:
  • Role model customer service with demonstrated commitment to resolve customer complaints
  • Post-Secondary Education Preferred
  • Experience with our client's Major Accounts/MPS preferred
  • Experience with NAO Sales Channel and/or XOG Technical Support preferred
  • General business knowledge and Cross-functional knowledge and relationships
  • Excellent verbal and written communications and listening skills
  • High level of business maturity, minimal supervision required
  • Strong problem solving and negotiating skills
  • Ability to prioritize multiple tasks to facilitate working well under pressure
  • Excellent organization and follow-up skills
  • Time Management Skills
  • Assertiveness skills
  • Ability to maintain confidences
  • Strategic and/or creative thinking
  • Highly motivated, professional and dependable
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