Salary range : Up to 30 Mil GrossJob Responsibilities
Ensure that the customer complaints are managed to excellent professional standards and within the Company's terms and policies.
Follow escalation and complaint procedures to ensure that all customer escalations and complaints are tracked and all relevant parties are informed of actions taken to resolve issues.
Provide accurate and comprehensive written analysis and responses to customer complaints within the appropriate timeframes.
Demonstrate sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters, whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.
Demonstrate ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.
Understand current business processes and tools that impact our customers and work with manager and the necessary owners internally to resolve any issues and fix processes.
Handle unpredictable emergencies.
Complete the extra tasks assigned by superior.
Minimum of one year experience coming from an international background and capable of independently resolving sensitive and high priority cases as well as dealing with internal escalations, preferably in a financial or E-commerce industry.
Excellent judgment in complicated situations, including effective communication, independent problem solving and rich complaint handling experiences.
Excellent listening, speaking, reading, writing skills, exceptional oral and written communication skills in English.
Confident, articulate, hardworking and passionate.
Proficient level of knowledge / expertise with PC hardware and software (Word, Excel, Access and PowerPoint).