The Resolution Representative is responsible for ensuring a seamless and rewarding customer journey by managing non-face-to-face interactions with precision and care. This role emphasizes building and maintaining lasting relationships with both new and existing customers, thereby contributing to commercial growth. Success in this role involves efficiently resolving complaints, recording accurate data, and ensuring a consistent and positive customer experience that aligns with brand trust. The role is integral in supporting a proactive customer service approach.

What You Will Do:

• Ensure all cases are accurately raised in CRM for follow-up and accurate data recording.

• Resolve all customer emails and social media complaints within 24 hours of being received.

• Follow department action plans to ensure an improved customer experience and a consistent approach.

• Work towards achieving first-call resolution by finding and offering solutions promptly.

• Communicate with all customers positively, friendly, and empathetically to ensure a consistent customer interaction.

• Monitor the transport management system to inform customers of expected delays or to follow up on call-back requests through the driver's tablet.

• Contribute to the commercial growth by maintaining a positive shopping experience that builds trust in the brand.

• Assist in creating and maintaining a hassle-free, inspiring, and rewarding customer experience across non-face-to-face interactions.