CS Complaint Handling Specialist
Humanity
Amsterdam, Romania
4 zile în urmă

Job Description

At the Customer Service Department, the Regulatory Complaints Management Team is responsible for handling customer escalated complaints related to payment services received by any channels and working to agreed timescales to successfully manage client expectations and for facilitating feedback to the business as necessary.

Once the complaint is shared with relevant departments and colleagues, as a CS Complaint Handling Specialist you will take responsibility and full ownership to drive a plan of action to ensure each complaint is dealt to a satisfactory outcome, in a timely manner and that the customer is satisfied with the resolution.

Working closely with your colleagues from different departments and different regional offices, you will help provide payment services to our partners & guests by ensuring the highest standard of customer care according to regulatory standards.

This role requires demonstrable complaints handling experience in an often fast-paced Customer Service environment. Experience of working within the financial services sector is highly beneficial.

Key Responsibilities :

  • Ensuring customers are treated in a fair and consistent manner.
  • Managing the process relating to customer complaints and / or disputes. Take ownership of individual cases from receipt to conclusion.
  • Work across multiple departments effectively to resolve customer complaints related to payment services within regulatory guidelines and timescales.

  • Ensuring that responses are clear and demonstrate that a thorough investigation has been undertaken.
  • Maintaining accurate records on the internal systems providing a clear and concise audit trail. Adhering to and maintain compliance with legal and internal processes and procedures.
  • Proactively identifying any customer detriment, and offer appropriate redress to compensate for any distress and inconvenience, whilst protecting the core values and integrity of Booking.com.
  • Effectively and professionally resolving complaints with a strong regulatory focus at all times and ensure that any issues are escalated by the Complaints Management Team to relevant departments within Booking.com.
  • Effective and timely resolution of complaints and in support of reduced re-opens and escalations to Financial Ombudsman.
  • Identify any trends, issues or risks to the business and escalate to the Complaints Management Team, as appropriate.
  • Taking responsibility for the delivery of own KPI’s to drive activity in focusing on meeting business requirements, SLA’s and KPI’s.
  • Provide support, cover, assistance and or guidance to other teams within Customer Care as required.
  • Actively participating in the continuous improvement of complaint management policies, procedures and processes in support of effective complaints handling and improvement of Customer and Partner experience.
  • Supporting an environment which encourages teamwork, motivation, engagement and commitment to treating customers fairly.
  • Work collaboratively with other team members in support of first contact resolution and quality complaint handling.

    Knowledge and skills :

  • 3+ years of experience in customer resolution and complaints management, preferably in financial services industry such as major banks, insurers or investment firms
  • Demonstrable and effective Complaints Handling experience is essential, ideally within a regulated, financial services environment
  • Demonstrates the ability to provide an impartial and fair investigation into issues raised by the customers
  • A working knowledge of regulatory requirements applicable to Complaints Handling and how compliance applies to the Financial Service Industry
  • Excellent communication skills and proficient in both spoken and written English
  • As a global business, we are always interested in hearing from candidates with bi-lingual or multi-lingual skills especially EU languages
  • Ability to break up a complex problem into actionable and easy-to-understand solutions
  • Able to remain calm and professional under pressure
  • Good networking and stakeholder management skills and ability to influence others
  • Flexibility to adapt to an ever-evolving and dynamic work environment with positive and constructive attitude, organizational change management skills and be a role model embracing change
  • Self-starter with strong sense of responsibility but also a team player with the ability to innovate and deliver creative conflict resolution
  • Experience of Google suite and related MS Office business applications
  • If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law.

    Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the open position at Booking.com.

    Pre- Employment Screening :

    If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law.

    Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the open position at Booking.com.

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