Customer Resolution Specialist
Core
Manage the pipeline of customers disputing invoices, investigate queries to prevent payment delays, and support CSAT survey management to improve customer experience.
Role type
Customer Resolution Specialist (Dispute Management)
Builds
Resolved invoice disputes and actionable customer feedback reports
Domain
Telematics / Automotive / Customer Service
Deliverable
client delivery
Required skills
dispute investigation, negotiation, data analysis, report production, stakeholder liaison, record keeping, performance target management
Preferred skills
difficult conversation management, prioritization, calm under pressure, proactive problem solving
Responsibilities
Achieve daily outbound activity targets; manage and investigate customer disputes from request to resolution; liaise with customers and internal stakeholders; produce regular CSAT reports; ensure disputes are resolved within agreed service levels; identify recurring themes in disputes and feedback; maintain accurate case notes.
Seniority
Individual Contributor