Location
mato grosso
Job Type
Full-time
Posted
July 01, 2026
Job Description
**Position Overview**:
We are seeking a highly organized and empathetic second line Customer Resolutions Specialist to manage and resolve customer complaints efficiently and professionally.
**Key Responsibilities**:
- Acknowledge and respond to customer concerns within agreed service level agreements (SLAs), maintaining a professional, empathetic, and courteous tone.
- Conduct thorough investigations into complaints by gathering information from internal systems and liaising with relevant departments.
- Collaborate with Alternative Dispute Resolution (ADR) services, legal counsel, and compliance teams to resolve complex or escalated complaints.
- Coordinate with internal stakeholders to ensure timely and effective resolution of customer issues.
- Keep customers informed throughout the complaint process with regular updates on status and resolution timelines.
- Monitor, track, and report complaint trends to identify root causes and recommend service or process im...
We are seeking a highly organized and empathetic second line Customer Resolutions Specialist to manage and resolve customer complaints efficiently and professionally.
**Key Responsibilities**:
- Acknowledge and respond to customer concerns within agreed service level agreements (SLAs), maintaining a professional, empathetic, and courteous tone.
- Conduct thorough investigations into complaints by gathering information from internal systems and liaising with relevant departments.
- Collaborate with Alternative Dispute Resolution (ADR) services, legal counsel, and compliance teams to resolve complex or escalated complaints.
- Coordinate with internal stakeholders to ensure timely and effective resolution of customer issues.
- Keep customers informed throughout the complaint process with regular updates on status and resolution timelines.
- Monitor, track, and report complaint trends to identify root causes and recommend service or process im...