Complaints Specialist
Core
Resolving complex customer escalations, formal complaints, and welfare concerns while managing service recovery and fraud prevention.
Role type
Senior Customer Escalations Specialist
Builds
Customer-focused solutions for complex issues and service recovery outcomes
Domain
Automotive sales platform / Customer support
Deliverable
client delivery
Required skills
Complex issue resolution, stakeholder management, formal complaint handling, review management, service recovery, GDPR compliance, fraud detection, risk assessment, prioritization
Preferred skills
Ownership of complex issues, creative problem solving, resilience under pressure, continuous improvement
Technologies
Trustpilot, Google Reviews, App Store
Responsibilities
Dealing with complex escalations and working with stakeholders to find customer-focused solutions; Handling internal escalations, formal complaints, and customer welfare concerns; Responding to reviews on platforms like Trustpilot, Google Reviews, and the app store; Resolving business-critical issues, including those escalated to the C-suite; Using compensation to help with service recovery; Managing GDPR requests and keeping an eye on compliance across operational teams; Supporting the generation of Voice of the Customer insights; Helping different departments spot and prevent fraud, security breaches, and legal claims.