Customer Complaints and Quality Specialist/Specjalista/ Specjalistka ds. Reklamacji i Jakości]
Core
Managing and coordinating the resolution of complex and escalated customer complaints, conducting root cause analysis, and driving corrective actions to improve customer experience.
Role type
Customer Complaints and Quality Specialist
Builds
Customer satisfaction and operational quality in the automotive leasing and mobility sector
Domain
Automotive leasing / Customer Service
Deliverable
dashboards & analysis
Required skills
Root cause analysis, SLA management, conflict resolution, data analysis, Lean/continuous improvement, Excel proficiency, English (fluent)
Preferred skills
Automotive/leasing industry knowledge
Responsibilities
Lead and coordinate the resolution of complex and escalated customer complaints; Conduct proactive communication with clients via phone to build lasting relationships; Perform root cause analysis of complaints and initiate corrective/preventive actions; Oversee the complaint handling system to ensure consistency and quality; Manage complaint process timeliness and ensure compliance with SLAs; Collaborate with sales and operations teams for key and VIP customers; Prepare quantitative and qualitative analysis of complaints with recommendations to reduce complaint volume.
Seniority
Mid-level, hands-on IC