Job Description
You will review and respond to customer complaints received from internal departments, all levels of management, and external regulatory agencies. This position requires you to work very closely with multiple teams within a payment services company.
A Customer Complaint Resolution Expert is a person who enjoys seeking out persistent problems and fixing them once and for all. The expert analyzes customer feedback and shares it with various teams so everyone can make better decisions.
As a Customer Complaint Resolution Expert, you are in a unique position to spot where we have company-wide opportunities with our products and processes and collaborate with our Analyst teams to raise these observations and root cause analysis. An investigative and curious mindset is essential.
Your Day-to-Day:
* Respond to complaints received through all available escalation queues by using the most customer-focused servicing channel (phone, email, etc.).
* Issue final responses on escalations.
* Ensure 100% accuracy when completing Root Cause Analysis.
* Be a case owner & ensure case resolution at first touch to avoid further escalations.
* Use your team, peers, and network to get to the true root cause of complaints.
Required Skills and Qualifications
To be successful as a Customer Complaint Resolution Expert, you must possess:
* At least 2 years of relevant experience, including at least one year of experience in Customer Service or Back-office teams.
* Excellent business writing abilities and the ability to communicate effectively via email transmission by utilizing proper grammar and punctuation skills.
* Ability to communicate effectively via telephone by utilizing soft skills, active listening, and speaking to customers.
* Ability to handle multiple complex and high-priority tasks simultaneously.
* Ability to make discretionary decisions based on research. A certain degree of creativity and latitude is required.
* Ability to learn and adapt to new software technologies.
* Strong working knowledge of external systems and software applications.
Preferred Qualification
The ideal candidate would have experience in:
* Payment services.
* English and a second EU language preferable.