Role Purpose
The Issue Resolution Coordinator is responsible for managing and resolving customer issues in a timely and efective manner.
This role serves as a liaison between internal teams and external stakeholders to ensure that problems are addressed with accuracy, professionalism, and a focus on continuous improvement.
Key Responsibilities
- Receive, document, and analyze customer issues or complaints.
- Coordinate with cross-functional teams to investigate and resolve cases.
- Ensure timely follow-up and communication with customers regarding case status and resolution.
- Maintain accurate records of all case activities in the designated system.
- Identify trends and recurring issues to support process improvement initiatives.
- Prepare reports and summaries for management review.
- Support the implementation of corrective actions and preventive measures.
- Assist in training and onboarding new team members on issue resolution processes.
Experiences/Education - Required
- Minimum 2 years of experience in customer service, operations, or issue resolution.
- Strong problem-solving and analytical skills.
- Excellent communication skills, both written and verbal.
- Ability to manage multiple tasks and prioritize effectively.
- Proficiency in Microsoft office and CRM systems.
- Attention to detail and commitment to quality.
- Experience in a global or matrixed organization.
- Familiarity with SAP, Salesforce, or similar platforms.
- Bilingual proficiency (English and Spanish).
