Complaint and Investigation Advisor

Key missions

• Receive complaints from customers through various channels such as phone calls, emails, and online platforms. Document all relevant details of the complaint accurately and thoroughly.
• Investigate Complaints: Conduct comprehensive investigations into reported complaints, gathering evidence and interviewing relevant parties to understand the nature and cause of the issue. 
• Analytical Review: Analyze complaint trends and patterns to identify root causes and potential areas for improvement in products, services, or processes.
• Resolution Management: Develop and implement strategies to address and resolve customer complaints in a timely and satisfactory manner. Work collaboratively with internal teams to find appropriate solutions and prevent recurrence of similar issues.
• Communication: Communicate with customers throughout the complaint resolution process, providing updates and ensuring transparency. Address customer concerns with empathy and professionalism.
• Compliance and Documentation: Ensure compliance with relevant regulations and company policies throughout the complaints handling process. Maintain accurate records of complaints, investigations and resolutions.
• Reporting: Prepare regular reports on complaint trends, investigation outcomes, and resolution effectiveness. Present findings to management and recommend corrective actions as needed.
• Training and Support: Provide training and support to staff members involved in the complaints handling process, ensuring that they understand procedures and best practices for complaint resolution
  

Candidate profile

• Bachelor's degree in economics or engineering with background in ethics or compliance.
• Proven experience in complaint handling, customer service, or investigative roles.
• Knowledge of relevant laws, regulations, and industry standards related to complaint handling and consumer protection.
• Proficiency in English Languege.
• Problem solving skills.
• Strong interpersonal skills (honesty, discretion, diplomacy, confidentiality and prudence).
• Familiar with Microsoft Office.
• Ability to prioritize and manage a large varied worklaod efficiently.
• Strong analytical skills and attention to details, insight in analyzing complex data.
• Enthusiastic with desire to learn and be part of a team.