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Customer Issue Resolution Specialist

Job Description

Job Description

CIR specialist - CUSTOMER ISSUE RESOLUTION specialist

Complaint activities

The candidate will have to manage customer complaints using the specific IT tools (Salesforce - SAP), checking the timing and urging the resolution owner of the areas involved, ensuring feedback to the customer.

He/she will also have to manage the material that returns to the third party by taking care of

the relationship with the carrier and the definition of the return.

Finally, he/she will have to verify the summary metrics related to the various commercial departments, analysing the most critical areas that need improvement.

Credit activities

Daily customers collection activity based on overdue cases through SFDC.

Order blocks release according to customer's account analysis.

Customer's Account management aimed to clear all pending items (Invoices, Credit Notes, payments on account, internal accounting entries) prioritising the aged situations.

Customer disputes management and related supporting documentation recovery.

GSC (Global Service Center) outbound/inbound requests management related to cash application through SFDC.

Central Risk Management team outbound/inbound requests management related to credit risk and credit limit through SFDC.

Customer Facing activity for all investigations needed: complaint management, payment detail request, partial payment reason.

Candidate Description

SAP knowledge

  • Windows, Office (Excel advanced, Word, PowerPoint),

  • Outlook,

  • Service Automation, Salesforce,

  • Fluent English, other languages


  • Constructive and fast re-activeness capable of a positive influence on the team.

  • Resilience in facing difficult relationships.

  • Ability to manage/understand different priorities.



    Ability to manage customer issues

    Ability to work in a team

    Determination in dealing with complex issues

    Ability to manage/understand different priorities

    Degree in economics is preferred.

    A previous experience in the Credit & Collection role and/or complaint role is appreciated.

    Hours of work - Monday to Friday, 36.25 hours. 1/2 day working in the office, remaining is Hybrid working.

Application Description

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To speak to a recruitment expert please contact Kelly Ford

Employer Description

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.