Complaints Specialist

**Job Details**

**The Compan **y

ADT Security are a division of Johnson Controls and we are a Global diversified technology and multi-industrial leader serving a wide range of customers in more than 150 countries. Our 135,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next-generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities. Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all of our stakeholders through a strategic focus on our buildings and energy growth platforms.

**The role**:
Your duties will include but not limited to:

- Manage end to end case work and new matters involving disputes between consumers and ADT Security
- Undertake formal investigations including assessment of information and communicate the outcomes clearly to all parties.
- Provide knowledgeable, courteous, and helpful customer service
- Receive incoming customer service-related calls and troubleshooting and complaint handling
- Updating MASterMind with all contractual and customer information
- Interpretation and rectification of invoice issues; process reversals and credits where required
- Identify and communicate issues impacting business and escalate to Senior Manager & Legal Departments
- Actively contribute to responsive management of complaint demand and undertake other duties as required

**Knowledge and experience**:

- Proven experience with strong Case and Resolutions
- Able to handle objections and customer complaints
- A high level of computer literacy skills - Microsoft Office
- An exceptional customer experience each and every time
- The capacity to learn new skills, product and technical knowledge
- Able to work under pressure and meet deadlines
- Excellent time management skills
- Good clear verbal and written communications and negotiation skills
- High level attention to detail and organisational skills

**Benefits**
- Opportunity to join a Global company and obtain security license
- Supportive team environment
- Extensive training on and off the field
- HYBRID WORKING MODEL
- Permanent Opportunity - Base + Super

**_JCI’s Diversity & Inclusion _**
- Our dedication to diversity and inclusion starts with our values. We lead with integrity and purpose, focusing on the future and aligning with our customers’ vision for success. Our High-Performance Culture ensures that we have the best talent that is highly engaged and eager to innovate. Our D&I mission elevates each employee’s responsibility to contribute to our culture. It’s through these contributions that we’ll drive the mindsets and behaviors we need to power our customers’ missions. You have the power. You have the voice. You have the culture in your hands._