Objective

The Dispute Settlement Advisor's purpose is to ensure customer satisfaction by effectively addressing and resolving disputes. They act as a liaison between the customer and the company, working towards a mutually beneficial resolution. The role also involves escalating unresolved issues to the appropriate department for further action.

Description

Resolves customer disputes and escalates unresolved issues.

Sample Questions

• How to effectively resolve a dispute?
• What's the best approach to escalate unresolved disputes?
• How can we improve our dispute resolution process?
• How to increase customer satisfaction post-dispute resolution?

Key Functions

1. Handle customer complaints and disputes. 2. Investigate the cause of disputes. 3. Coordinate with other departments for dispute resolution. 4. Escalate unresolved disputes to the relevant department. 5. Document dispute resolution processes and outcomes. 6. Provide feedback and recommendations to prevent future disputes. 7. Train and coach junior staff on dispute resolution techniques. 8. Monitor customer satisfaction post-dispute resolution.

Required Skills

1. Knowledge of dispute resolution techniques. 2. Familiarity with customer service principles. 3. Proficiency in CRM systems. 4. Knowledge of consumer rights laws. 5. Ability to analyze and resolve conflicts. 6. Proficient in data entry and reporting. 7. Knowledge of complaint handling procedures. 8. Understanding of escalation procedures. 9. Ability to coordinate with various departments. 10. Understanding of customer service metrics.