Related skills
slack zendesk google suite playvox📋 Description
- Investigate and resolve escalated customer complaints per policy/regulatory requirements.
- Manage multiple complaints simultaneously per SOP.
- Build product/tech/procedural expertise to support teams and customers.
- Support front-line teams to improve first point resolution.
- Monitor complaint trends and feedback; alert leaders and suggest improvements.
- Build cross-functional relationships with Ops, Product, and Tech to resolve complaints.
- Balance quality, productivity, and service standards to meet KPIs.
- Other ad hoc tasks, including launching new products or services.
🎯 Requirements
- 1-2 years in customer service with escalation/complaints experience.
- Experience in omnichannel service delivery (phone, messaging, social media).
- Self-driven team player and logical thinker in a fast-paced, changing environment.
- Strong time management.
- Excellent written and verbal communication.
- Experience staying calm and supporting difficult or vulnerable customers by phone.
- Strong attention to detail; tenacity to solve problems.
- Experience in regulated financial services under FCA regulations.
🎁 Benefits
- Remote work options
- Medical insurance
- Flexible time off
- Retirement savings plans
- Modern family planning
- Inclusive workplace and accommodations
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