Complaint Handling Specialist - Senior Level

Overview of the Role

As a Senior Complaint Handling Specialist, you will play a pivotal role in ensuring customer satisfaction and maintaining the company's reputation by effectively managing and resolving customer complaints. You will serve as a primary point of contact for escalated issues, demonstrating exceptional communication skills, empathy, and professionalism. Your expertise will contribute to continuous improvement initiatives by providing insights into recurring issues and customer feedback. This role requires a proactive approach, strong problem-solving abilities, and a thorough understanding of complaint management processes within a dynamic environment based in the AE region.

Key Responsibilities

• Complaint Resolution: Manage and resolve complex customer complaints efficiently and professionally, ensuring a high level of customer satisfaction and adherence to company policies.
• Customer Communication: Act as a liaison between customers and internal teams, providing clear, empathetic, and timely communication throughout the complaint resolution process.
• Issue Investigation: Conduct thorough investigations into complaints by analyzing relevant data, reviewing transaction histories, and collaborating with cross-functional teams to identify root causes.
• Documentation & Reporting: Maintain accurate records of complaints, actions taken, and resolutions in the company’s CRM system; prepare detailed reports for management review and process improvement.
• Process Improvement: Identify trends and recurring issues, providing recommendations to enhance complaint handling procedures and prevent future occurrences.
• Compliance & Quality Assurance: Ensure all complaint handling activities comply with legal standards, company policies, and quality assurance protocols.
• Training & Mentoring: Support and mentor junior team members, sharing best practices and enhancing overall team competency in complaint management.
• Stakeholder Collaboration: Work closely with various departments such as Customer Service, Operations, and Product Development to facilitate effective resolution and improve customer experience.