Customer Complaints Agent

Customer Complaints Agent

Location: Orlando

Salary: $33,000

Epos Now exists to add value to the lives and businesses of our customers. We are the leader in cloud POS systems, helping over 50,000 businesses grow. We possess a market leading product and an award-winning brand. And being in a period of hyper growth, there has never been a more exciting time to join our team as a Customer Complaints Agent.

As a Customer Complaint Agent, you will be responsible for managing and resolving customer complaints received from business clients. You will serve as the primary point of contact for addressing and resolving issues in a timely and efficient manner, ensuring customer satisfaction and retention.

Responsibilities 

• Receive and respond to customer complaints via various communication channels including phone, email, and online platforms.

• Investigate complaints thoroughly to understand the root cause and determine the appropriate resolution.

• Collaborate with internal teams such as sales, product development, and operations to address customer concerns effectively.

• Provide timely and empathetic responses to customers, maintaining professionalism and a positive attitude throughout interactions.

• Document all complaints, resolutions, and follow-up actions in the company's CRM system or complaint management software.
  Analyze complaint trends and provide feedback to relevant departments to improve products, services, and processes.

• Proactively identify opportunities to enhance the customer experience and prevent future complaints.
  Ensure compliance with company policies, procedures, and regulatory requirements when handling customer complaints.

Requirements

• Experience in business administration, customer service, or a related field.

• Proven experience in customer service or complaint handling, preferably in a B2B environment.

• Strong communication skills, both written and verbal, with the ability to convey complex information clearly and effectively.

• Excellent problem-solving skills and the ability to remain calm and composed under pressure.

• Detail-oriented with strong organizational skills to manage multiple complaints simultaneously.

• Proficiency in using CRM software or complaint management systems.

• Ability to work collaboratively with cross-functional teams to achieve common goals.

• Knowledge of relevant industry regulations and compliance standards is a plus.

Benefits

• Performance-based bonuses

• Health insurance coverage

• 401k

• 25 days paid time off

• Opportunities for professional development and advancement within the company

Company Culture
We foster a culture of collaboration, innovation, and continuous improvement. As a member of our team, you will have the opportunity to make a meaningful impact on our customers' satisfaction and contribute to the success of our business.