About the job
Key Responsibilities:
• Acknowledge customer complaints promptly and keep clients informed throughout the resolution process.
• Manage and address all new incoming complaints efficiently.
• Collaborate with the Complaints Manager to enhance and oversee complaint management procedures.
• Ensure thorough documentation of all complaint details, including investigation notes and relevant paperwork.
• Conduct comprehensive and objective investigations into complaints, adhering to company policies, industry standards, and client agreements.
• Coordinate with internal team members, clients, freelance interpreters, and the compliance department to resolve issues effectively.
• Communicate findings and resolutions to customers in a clear and professional manner.
• Aggregate customer feedback and employ a strategic analytical approach to improve service delivery.
• Craft articulate responses to customer inquiries via letter and email.
• Uphold exceptional customer service standards by proactively managing any arising complaints.

