Complaint Specialist
Core
Resolve complex customer complaints and disputes for buyers and sellers on a global luxury watch marketplace, ensuring transaction integrity and user satisfaction.
Role type
Senior IC customer complaint specialist
Builds
A trusted, transparent transaction flow for the Chrono24 marketplace
Domain
E-commerce / Luxury goods (watches)
Deliverable
client delivery
Required skills
Complex case analysis, impartial dispute resolution, cross-functional collaboration, process improvement, product feedback integration, CRM/ticketing system proficiency
Preferred skills
Experience in e-commerce/fintech/marketplaces, fluency in English, knowledge of watches/luxury products, adaptability to international time zones
Responsibilities
Handle and resolve customer complaints via ticketing and phone, analyze cases to find balanced solutions, collaborate with Legal and Growth teams, contribute to quality assurance and process standards, share user insights with Product Management
Seniority
Mid-level, hands-on IC