R
2 months ago
Job Summary
You’ll be the owner of all complaints, creating a process that’s fair and transparent. You’ll be in charge of getting to the bottom of things, so you’ll have to work closely with other colleagues, both internally and externally, to always deliver an outstanding customer experience
- Minimum Qualification: Degree
- Experience Level: Mid level
- Experience Length: 1 year
Job Description/Requirements
What you’ll be doing:
- Handling incoming formal complaints within the regulatory deadline
- Identifying, analyzing, and resolving issues
- Setting up and improving internal procedures
- Actively contributing to a culture where the fair treatment of customers is a priority
- Organizing and maintaining a central archive of data, ensuring everything is recorded accurately and easily accessible
- Collaborating with various internal teams, such as customer service, product development, and quality assurance, to ensure efficient and effective complaint resolution
- Seeking to go above and beyond the role by taking real ownership of problems, policies, or procedures from end to end
- Staying up-to-date with relevant industry regulations, policies, and compliance requirements to ensure all complaint-handling processes adhere to legal and regulatory standards
- Creating a better work-life balance by managing your own working hours
What you'll need:
- 1+ year of customer support experience
- Fluency in English with excellent communication skills
- An analytical mindset able to investigate and get to the root of a problem
- Strategic thinking skills to know when and how to best utilise means of redress (i.e. refunds, including negotiations)
- A strong problem-solving attitude to use analysis and resources efficiently to resolve a complex case
- Great attention to detail
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