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THE JOB
Being a Service Resolution Team member is about building fan trust by finding resolutions in an ever-changing environment. To be successful, SRT will also need to build strong rapport with internal and external stakeholders.
WHAT YOU WILL BE DOING
Provide a high level of service to all fans
Assist in answering questions from representatives both on and offshore
Investigate customer claims to resolve issues/requests
Accept problematic calls from representatives and determine resolution or need for escalation
Daily monitoring of the SRT mailboxes, relevant Zendesk queues and resolve customer queries from clients and internal teams
Support Outlet Services
Work closely with Supervisors to offer feedback on any agents needing further assistance, coaching and support
Work closely with the Client Managers and/or Clients, building stron...