Publié: 09 mai 2024
Postuler rapidementNyon
100%
Durée indéterminée
Webloyalty Sàrl
Publié: 09 mai 2024
Postuler rapidementNyon
100%
Durée indéterminée
Webloyalty Sàrl
Emplois trouvés sur le web
Our clients are well-known brands that reach thousands of consumers every day. We work with a combination of domestic ecommerce businesses and multinationals across multiple markets.
We’ve been operating in the UK since 2007 and have expanded into France, Spain, Brazil, Ireland, the Netherlands, Belgium and Mexico. We’ve developed many longstanding client relationships, as well as in-depth sector expertise.
As part of our expanding International business, we’re now looking for a skilled:
JOB PURPOSE
To handle escalated complaints for all markets via email or calls. Providing tailored and where appropriate, bespoke responses to Authorities, Consumer Organizations, Internal Stakeholders and members handling all their concerns. Working closely with the markets legal councils and Reputation Team to ensure the responses and solutions offered minimise the risk of future action. Building a robust complaints handling kit including reporting on volumes, analysing the nature of complaints and providing recommendations to the business on areas that could reduce future complaints. Providing real-time feedback into the leadership team when risks are identified.
Experience & Knowledge:
1. Excellent communication skills
2. Excellent computer skills
3. Detail oriented: Must strive for zero errors and understand the impact errors can have on the customer journey and the business
4. Autonomy: Must be well organised with excellent prioritisation and planning skills
Team Player: Must have built good relationships with key stakeholders
Skills & Behaviours :
1. Must be fluent in English and in two of the following languages: French or Spanish or Portuguese with advanced writing skills (an additional language would be an asset)
2. Must have proven experience in Complaints Handling
3. Must be capable of building and maintaining relationships with stakeholders while working remotely rather than in a face to face environment
4. Must be able to work under pressure
5. Must be logical and consistent in approach, capturing and recording necessary information
6. Must take ownership of the results delivered and be able to report on them
7. Must be able to work autonomously towards a goal
8. Must be able to self-manage and be comfortable working in isolation
9. Must conduct themselves in a professional manner
10. Must behave in accordance to the company values at all times
11. Must have analytical skills
KEY ACCOUNTABILITIES
i. Agents mistakes you may notice (process misunderstandings…). Use error log to feedback to Team manager. Feedback to agents are the responsibility of the Qas and TL/TM
ii. Issues requiring investigation and verification of processes and legal requirements