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Title
Text copied to clipboard!Complaints Coordinator
Description
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We are looking for a dedicated and customer-oriented Complaints Coordinator to join our team and handle customer complaints in a professional and efficient manner. This role involves close collaboration with various departments to identify the root causes of issues, propose solutions, and ensure customer satisfaction. The ideal candidate will have excellent communication skills, analytical thinking, and experience in customer service.
Responsibilities include receiving and logging complaints, analyzing them, communicating with customers for clarifications, working with internal teams to resolve issues, and following up on cases until closure. The Complaints Coordinator will also prepare periodic reports on complaint trends and contribute to improving internal processes to prevent similar issues in the future.
The person in this role must be empathetic, calm under pressure, and capable of handling multiple tasks simultaneously. Previous experience in a similar role or in customer service is an advantage. Knowledge of English and other foreign languages is also appreciated.
This position offers the opportunity to work in a dynamic environment, actively contribute to customer satisfaction, and develop a career in customer service.
Responsibilities
Text copied to clipboard!- Receive and log customer complaints
- Analyze the root causes of complaints
- Communicate with customers for clarification and resolution
- Collaborate with other departments to resolve issues
- Monitor and follow up on cases until closure
- Prepare periodic reports on complaints
- Propose solutions to improve processes
- Maintain a professional and empathetic attitude
- Meet resolution deadlines
- Manage multiple cases simultaneously
Requirements
Text copied to clipboard!- Previous experience in customer service or a similar role
- Excellent verbal and written communication skills
- Problem-solving and analytical abilities
- Empathy and calmness in difficult situations
- Computer literacy and office software knowledge
- English proficiency (other languages are a plus)
- Organizational and task prioritization skills
- Attention to detail and customer focus
- Availability for flexible working hours
- Completed secondary or higher education
Potential interview questions
Text copied to clipboard!- What experience do you have in handling customer complaints?
- How do you react in a tense situation with an unhappy customer?
- Can you provide an example of a difficult complaint you resolved?
- How do you prioritize multiple complaints at once?
- What methods do you use to identify the cause of a complaint?
- How do you collaborate with other departments to resolve an issue?
- What software tools have you used for complaint management?
- How do you ensure a customer is satisfied with the solution?
- What would you do if you can't provide the customer's desired solution?
- How do you contribute to improving internal processes?
