Complaints Specialist (German)

Handling Complaints:

• Manage and resolve customer complaints within specified service level agreements.
• Investigate complaint root causes, collaborating with cross-functional departments.
• Draft clear, formal responses to customers summarizing their needs.

Public Reviews Management:

• Monitor customer reviews on platforms like Trustpilot, addressing concerns constructively.
• Identify core issues within reviews and respond promptly.
• Flag and dispute negative reviews when possible.

Investigation and Communication:

• Use internal tools to investigate customer issues and gather data.
• Conduct outbound calls to assist clients and resolve issues.
• Document all actions to align with internal policies.