Ready to turn frowns into smiles? As the Retention Superstar your role is to be the virtuoso of customer satisfaction, addressing complaints with empathy, efficiency, and a commitment to turning every concern into an opportunity for delight. Join us in orchestrating a symphony of resolution and customer happiness Our Company At Blinds 2go our people are our stars, we believe our team will help us on our journey to realise our dream in becoming the fastest growing, most loved and most efficient window coverings company in the world. Transparency We lead by example and inspire others to achieve excellence in the right way. Entrepreneurship We focus on what matters with a sense of urgency, we quickly adapt and constantly innovate to meet customer needs. Accountability We take ownership and are responsible for our actions and decisions. Meritocracy We set challenging but realistic targets and deliver results in a passionate way, Integrity and hard work are at the core of our culture, we go the extra mile. Role & Responsibilities Complaints Symphony: Receive and handle customer complaints with a professional and empathetic approach. Investigate issues thoroughly, striving for a swift and satisfactory resolution. Resolution Composition: Work collaboratively with cross-functional teams to find effective solutions to customer concerns. Propose and implement resolutions that exceed customer expectations whenever possible. Empathy Sonata: Approach each customer interaction with genuine empathy and a commitment to understanding their perspective. Communicate with emotional intelligence, demonstrating care and concern. Communication Choreography: Provide clear and concise explanations of the resolution process and timeline to customers. Keep customers informed throughout the resolution journey, ensuring transparency and trust. Quality Assurance Ensemble: Conduct quality assurance checks on complaint resolutions to ensure accuracy and customer satisfaction. Identify trends in customer feedback to address root causes and prevent future complaints. Documentation Crescendo: Maintain accurate and detailed records of customer complaints and resolutions in the CRM system. Collaborate with other departments to share insights and improve overall customer experience. Continuous Improvement Finale: Participate in ongoing training and development to enhance complaint resolution skills. Contribute to process improvement initiatives to streamline the complaints handling process. Person Profile Qualifications and Skills: Proven experience in complaint resolution or a customer-focused role. Exceptional communication and active listening skills. Ability to remain calm under pressure and navigate emotionally charged conversations. Detail-oriented with strong organizational skills for effective complaint documentation. Passion for turning customer dissatisfaction into loyalty through exceptional resolution. Working Vibe: Be part of a customer-centric environment where each complaint is viewed as an opportunity for improvement. Collaborate with cross-functional teams to ensure a holistic and effective resolution process. Performance Applause: Positive feedback from customers on the resolution process. Achievement of resolution targets and customer satisfaction metrics. Identification and elimination of root causes to prevent recurring complaints. Continuous personal and team improvement in handling complaints with excellence.