Key skills
Communication
About this role
Role Overview
- Review and monitor customer reviews on a daily basis
- Investigate and respond to negative reviews in a timely and professional manner
- Contact customers via phone and email to resolve complaints
- De-escalate tense or sensitive situations with confidence and empathy
- Guide customers towards a resolution by following company policy.
- Stand firm where necessary while maintaining professionalism
- Escalate matters internally when appropriate
- Ensure resolutions align with company policies and legal standards
Requirements
- Relevant qualification and de-escalation background
- Understanding of service agreements
- Debt collection experience preferable
- Excellent written and verbal communication skills
- Confident, friendly, and professional phone manner
- Extroverted and comfortable engaging directly with customers
- Ability to think critically and respond under pressure
- Strong conflict resolution and de-escalation skills
- Highly organised and able to manage daily review volumes