WhatJobs Direct is seeking a dedicated and highly skilled Customer Problem Resolution Specialist. This role is critical for ensuring customer satisfaction by effectively addressing and resolving complex issues that cannot be handled through standard support channels. You will act as a key liaison between customers and internal departments, investigating issues thoroughly and implementing lasting solutions. The adecuado candidate is a tenacious problem-solver, possesses exceptional communication and negotiation skills, and has a proven track record of de-escalating difficult situations. This position requires a strong understanding of customer service principles and a commitment to upholding the company's reputation for excellence. While this role is primarily office-based, it offers the unique opportunity to work on challenging cases that require in-depth analysis and cross-functional collaboration. We are looking for individuals who are analytical, empathetic, and driven to find optimal solutions for our customers. Your role will be essential in turning potentially negative customer experiences into positive outcomes.

About the Role WhatJobs Direct is seeking a dedicated and highly skilled Customer Problem Resolution Specialist. This role is critical for ensuring customer satisfaction by effectively addressing and resolving complex issues that cannot be handled through standard support channels. You will act as a key liaison between customers and internal departments, investigating issues thoroughly and implementing lasting solutions. The ideal candidate is a tenacious problem-solver, possesses exceptional communication and negotiation skills, and has a proven track record of de-escalating difficult situations.



This position requires a strong understanding of customer service principles and a commitment to upholding the company's reputation for excellence. While this role is primarily office-based, it offers the unique opportunity to work on challenging cases that require in-depth analysis and cross-functional collaboration. We are looking for individuals who are analytical, empathetic, and driven to find optimal solutions for our customers. Your role will be essential in turning potentially negative customer experiences into positive outcomes.

Key Responsibilities

Investigate and resolve complex customer complaints and issues escalated from front-line support.

Collaborate with various departments (e.g., Product, Engineering, Sales) to identify root causes of problems.

Develop and implement effective solutions to prevent recurring issues.

Communicate resolution plans and updates to customers in a clear and timely manner.

Negotiate solutions with customers, aiming for mutually agreeable outcomes.

Maintain detailed records of investigations, actions taken, and resolutions in the CRM system.

Identify trends in customer issues and provide feedback to relevant teams for process improvement.

Empower front-line staff with knowledge and strategies for handling common issues.





Ensure adherence to company policies and legal requirements in all resolutions.

Requirements

Proven experience in customer service, preferably in a role focused on complaint resolution or escalation.

Exceptional analytical and problem-solving skills.

Excellent written and verbal communication skills, with strong negotiation and de-escalation abilities.

Ability to work independently and manage complex cases with minimal supervision.

Proficiency with CRM software and data analysis tools.

Experience collaborating effectively with cross-functional teams.

Strong understanding of customer service principles and best practices.

Bachelor's degree or equivalent experience in a relevant field.

Must be based in or willing to relocate to

Málaga, Andalusia, ES

and work from our office.

Benefits Our client offers a competitive salary, a comprehensive benefits package, and the chance to work on challenging and rewarding cases. You will be part of a supportive team environment with opportunities for professional growth and development. Benefits include health insurance, paid time off, and a dynamic office setting in

Málaga, Andalusia, ES

. This role provides significant impact and visibility within the organization.

WhatJobs Direct

is looking for an enthusiastic and detail-oriented

Asesor de Soporte al Cliente Online

to join our growing team in

Málaga, Andalusia

. In this role, you will be responsible for providing exceptional support to our online customers through various digital channels, including email, live chat, and social media. Your primary focus

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📌 Agente De Soporte Al Cliente Remoto — Córdoba (Zaragoza)
🏢 EUTALENTS
📍 Zaragoza