CSR - Complaints and Escalation at TXM Solutions

Dubai, Dubai, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

20 Jan, 27

Salary

20000.0

Posted On

22 Oct, 26

Experience

4 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Industry

Financial Services & Insurance

Description

Key responsibilitiesComplaint management and resolutionEnd-to-end case ownership: take ownership of escalated complaints from initial investigation through to final resolution.
Investigation: look into concerns about installation quality, technical faults, delays, warranties and contractual obligations.
Corrective action: assess each case on its facts and decide the right remedy, working with technical teams, installers, engineers and management.
Fair, commercial outcomes: resolve disputes in a way that satisfies the customer while protecting the company's contractual and commercial interests.
De-escalation: manage difficult conversations calmly and recognise when a matter needs management involvement or formal escalation.
Customer communicationUK and US customers: communicate confidently by telephone and email, including on technical explanations and contractual disputes.
Written responses: prepare detailed, professional complaint responses and investigation summaries without relying on management to draft them.
Managing expectations: keep customers informed on resolutions, remedial works and timelines.

Coordination and reportingRemedial works: coordinate with scheduling teams to arrange works and follow up until every case is closed.
Case records: keep accurate complaint records and supporting documentation in the CRM.
Continuous improvement: spot recurring complaints and recommend changes to prevent them.
Management reporting: produce clear reports on open complaints, escalations and resolutions.

RequirementsEssential5+ years in complaints escalation, dispute resolution or senior customer support.
Proven record of independently investigating and resolving complex complaints.
Direct experience supporting British or American customers, especially by telephone.
Excellent spoken and written English, including formal complaint correspondence.
Background in technical products, installations, utilities, engineering or telecommunications.
Strong problem-solving, negotiation and organisational skills, with close attention to detail.
Experience using CRM systems and maintaining case records.
AdvantageousExperience in solar energy, renewable energy or technical installation services.
Key competenciesOwnership and accountability for outcomes
Calm, professional handling of difficult customers
Sound judgement on when to resolve and when to escalate
Clear, structured written communication
Commercial awareness of contracts and warranties

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Responsibilities