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Job Description
- Receive complaint forms from different departments, check complaint cases including delay of customization, wrong information, handling way of other departments, social media complaints, refund requests, technical issues with partners, wrong transactions and system mistakes
- Investigate and validate complaint claims, raise to related department to solve pending issues internally, communicate with customer to handle and retain, follow up with department accordingly
- Discuss with top management alternative solutions and compensations if needed to offer to reach optimum deal to retain customer
- Perform documentation activities and provide complete feedback to raised departments including cases related to each, action taken, root cause, feedback, and hot to eliminate root cause
- Prepare reports including complaint cases, most common types of complaint, achievement of contacted customers, retained value, total complaint handled, retention solution reasons, retention budget, variance calculation, complaints validation, urgent complaint and update complaint policies
- Conduct weekly meeting with merchant success director to discuss complaints urgency and discuss weekly plan
Job Requirements
- Previous Experience in complaint and escalations and retention department
- Customer care, call center background
- Ecommerce field experience is a plus
- Excellent communication skills
- Business and email etiquettes
- Problem solver
- Negotiation skills
- Team player