Complaint Resolution Specialist

Role Overview

Key Responsibilities

• Handle complaints through phone, email, chat, and other channels.
• Investigate issues, identify root causes, and provide solutions within service standards.
• Coordinate with internal departments and manage escalated or complex complaints.
• Maintain complaint records, conduct follow-ups, and communicate clearly with customers.
• Monitor trends, prepare reports, analyze feedback, and recommend process improvements.
• Maintain confidentiality and comply with company policies and customer service standards.

Required Qualifications

• Proven experience in complaint resolution, customer service, customer relations, or a related role.
• Strong problem-solving, analytical, communication, interpersonal, conflict-resolution, and negotiation skills.
• Understanding of customer service principles and complaint management processes.
• Attention to detail, accurate documentation ability, and capacity to manage multiple priorities.
• Strong teamwork and cross-functional coordination skills.

Preferred Qualifications

• Experience with CRM systems, ticketing platforms, or complaint management tools is advantageous.
• Experience handling escalated or complex complaints is preferred.
• A diploma or bachelor's degree in a related business, communications, customer service, or management field is preferred.

What We Offer

• Opportunity to develop expertise in complaint management and customer experience.
• Exposure to customer service operations, quality management, and process improvement initiatives.
• Training, mentorship, professional development, and potential career progression.