Customer Service Representative - Complex Complaints

Job description

What’s in it for you;: - Vibrant Workplace: Be part of a fun, supportive, and inclusive team environment where culture matters. - Wellbeing First: Enjoy perks like employee discounts, health and wellness initiatives, 24/7 EAP support, and discounted health insurance. - Recharge & Celebrate: Take an annual “Unplugged Day” to reset, and swap cultural holidays to celebrate the days that mean the most to you. - Career Builder: Unlock opportunities to progress into support, leadership, or other roles that align with your career goals. What You’ll Be Doing;: - Complaint Resolver: Investigate, manage, and resolve complex customer complaints from receipt through to resolution, ensuring outcomes align with appropriate dispute resolution frameworks. - Customer Advocate: Liaise with customers (over the phone and/or email) and clients to resolve concerns promptly, professionally, and empathetically, maintaining high standards of responsiveness while meeting regulatory and service-level requirements. - Deadline Driver: Effectively manage your caseload to ensure all assigned complaints are resolved within required timeframes and in line with service expectations. - Compliance Keeper: Manage esca...