Jr. Customer Resolution Representative

About the role

The Junior Customer Resolution Representative will support customers across all channels by providing proactive order management and issue resolution. You will act as the primary point of contact, ensuring that customer requirements are met and expectations exceeded while gaining expertise to train others.

Key responsibilities

• Provide standard and non‑standard pricing guidance and support internal and external stakeholders.
• Manage medium to complex orders and projects from entry through shipment, coordinating shipping and monitoring progress via Power BI.
• Identify and resolve order exceptions, holds, and policy changes to ensure timely activation, production, and delivery.
• Serve as the central navigator for the CX organization, handling tier‑0 issues such as pre‑sale, technical, and warranty support.
• Collect detailed information from customers, ask probing questions, and ensure smooth hand‑offs to other departments.
• Contribute to annual initiatives aimed at improving service levels and team productivity.

Required profile

• Bachelor’s degree.
• Advanced English proficiency.
• Previous customer service experience with a strong empathy for customers.
• Excellent communication, organization, and analytical problem‑solving abilities.
• Ability to work independently and collaboratively in an inclusive environment.

Required skills

• Proficiency with Microsoft Office tools.
• Ability to learn and use new software, including Power BI for reporting.