
Customer Experience Specialist
4 days ago
The Complaints Manager is a key position responsible for overseeing and managing ongoing cases with the team, providing guidance on service enhancement and process optimization.
- Maintain accurate data and generate reports to identify trends and areas for improvement.
- Achieve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) in line with customer contracts and expectations.
- Conduct root cause analysis to minimize complaints by identifying key areas for improvement and implementing effective solutions.
- Develop and execute complaint processes to create a seamless and efficient customer experience.
This role requires close collaboration across departments to ensure customer satisfaction and high-quality correspondence. The ideal candidate should possess 2 years of experience in a similar role, demonstrate an excellent understanding of complaint handling, and have experience embedding strategies to minimize complaint handling time.
Requirements:Excellent analysis and problem-solving skills are required. The candidate must be self-motivated, able to work collaboratively with various teams, and possess high attention to detail to ensure accuracy and quality in their work.
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