Sales Recovery Agent at TradeDepot

Job Summary

• The Service Recovery Agent plays a crucial role in the Customer Service Department of the Company. The primary responsibility of the Service Recovery Agent is to handle customer complaints and issues, with our services by ensuring prompt resolution in recovering service where failed.
• This role requires a strong customer-centric approach, excellent communication skills, and the ability to resolve conflicts and diffuse tense situations effectively.
• The Service Recovery Agent works closely with customers, as well as internal teams, to identify and address problems, implement appropriate solutions, and provide exceptional service recovery.

Job Responsibilities

• Carry out a quick response to customer inquiries and complaints
• Investigate and analyze customer issues to determine the root cause.
• Utilize problem-solving skills to resolve issues and provide effective solutions.
• Communicate clearly and effectively to address customer concerns.
• Plan, pick up and replace damaged or missing shipments
• oversee delivery van maintenance and documentation
• Act as a customer advocate within the company, ensuring that customer feedback and concerns are addressed and resolved.
• Identify trends in customer complaints and work with relevant departments to implement improvements.
• Maintain detailed records of customer interactions, including the nature of the issue and the resolution.
• Generate reports on customer complaints and resolutions to support continuous improvement efforts.
• Handle escalated customer complaints and disputes with diplomacy and professionalism.
• Work to find mutually beneficial resolutions while upholding company policies and standards.

Qualifications

• High School Diploma or equivalent; Bachelor's Degree in a related field is a plus.
• Previous experience in customer service, complaint handling, or service recovery roles is highly desirable.
• Excellent verbal and written communication skills with the ability to convey complex information in a clear and concise manner.
• Strong interpersonal skills with the ability to remain calm and professional in challenging situations.
• Empathy and a customer-centric mindset to understand and address customer needs effectively.
• Problem-solving and critical-thinking abilities to identify root causes and develop appropriate solutions.
• Proficiency in using customer service software, ticketing systems, and other relevant tools.
• Familiarity with retail distribution processes and products is advantageous.
• Ability to work independently and collaboratively within a team environment.