Offer summary

Qualifications:

At least 3 years of experience in complaints handling, dispute resolution, or customer service., Strong investigation, documentation, and communication skills., Ability to manage sensitive conversations with empathy and professionalism., Experience with CRM platforms like Zendesk, HubSpot, or Salesforce..

Key responsibilities:

Investigate and resolve customer complaints through internal dispute processes.

Communicate with customers to understand concerns and provide empathetic responses.

Collaborate with internal teams to manage complex cases and ensure timely resolutions.

Identify trends in complaints and recommend process improvements.

Job description

About the Role

The Customer Resolutions & Compliance Support Officer is critical in managing customer complaints and concerns, ensuring they are addressed promptly, empathetically, and in line with internal standards. This role focuses on problem-solving, internal compliance review, and cross-functional collaboration to support positive customer outcomes and continuous improvement. The successful candidate will help uphold service integrity by reviewing processes, identifying issues, and contributing to a culture of care, accountability, and trust.

Key Responsibilities

Investigate and resolve customer complaints through structured internal dispute resolution processes.
Communicate directly with customers to understand concerns and deliver clear, compassionate responses.
Collaborate with internal teams to manage complex or sensitive cases, ensuring timely and effective resolution.
Identify trends or recurring complaint issues and recommend process or service improvements.
Maintain detailed records of all customer interactions and outcomes in line with documentation standards.
Conduct internal reviews of customer interactions to ensure compliance with internal service and conduct expectations.
Monitor and report on complaint volumes, themes, and resolution timeframes.
Provide constructive feedback and insights to internal stakeholders to support performance and quality.
Support training and onboarding by sharing learnings and reinforcing service expectations.
Contribute to the ongoing development of internal procedures and escalation frameworks.

Qualifications

Around 3+ years of experience in complaints handling, dispute resolution, compliance support, or customer service roles.
Demonstrated ability to manage sensitive conversations with empathy, patience, and professionalism.
Strong investigation and documentation skills with excellent attention to detail.
Experience working across teams and managing multiple priorities in a fast-paced environment.
Excellent written and verbal communication skills with a solutions-oriented mindset.
Understanding of customer rights, internal compliance frameworks, and service standards.
Ability to identify patterns, problem-solve effectively, and contribute to process improvement.
Comfortable using CRM or customer support platforms (e.g., Zendesk, HubSpot, Salesforce).
A team player with a calm, resilient, and proactive approach to challenges..

Required profile