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.
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)