Issue Resolution Officer

The Issue Resolution Officer is responsible for developing customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn. The issue resolution officer is the first port of call for customers and should be the internal advocate for the customer working with the various teams to ensure quick resolution of customer issues and provide suggestions on how the customers' experience can be further optimized based on analysis of the issue log or customer requests. Responsibilities include having a good understanding of the organisation’s products, providing quick and high-quality customer service through prompt responses, ensuring every customer support request is logged, lowering support tickets by working with the product team to eliminate recurring issues, guiding customers on product usage, and soliciting client feedback on product features.