Customer Complaints Specialist

Há 14 horas

Goiania, Brasil Headx Tempo inteiro

The Opportunity:We are seeking a highly skilled and empathetic Customer Complaints Specialist to join our world-class support team.This is a critical role responsible for managing and resolving escalated customer issues, ensuring every customer feels heard and valued, and protecting our brand's reputation.In the last 2 years, we've grown this brand from $0 to multi-8-figure revenue and now need a driven and knowledgeable specialist to join us in taking our customer experience to the next level.So, What Should You Expect if You Join Us?One of the fastest-growing and most innovative DTC brands in the world (we've hit multiple 8-figure revenues in 2 years.)Highly experienced founders team (multiple successful projects, with over $700M+ in collective experience).Great self-improvement-driven culture of top A-players in their respective fields.Think of us as a Major League sports team.We're here to perform and have a great time while doing it.We push each other to become better versions of ourselves.100% remote and micromanagement-free.Because if we need to micromanage you, this is not a place for you.Job Responsibilities:De-escalate and Resolve: Act as the primary point of contact for high-priority customer complaints, disputes, and sensitive issues, primarily via phone.Problem-Solving: Think critically and proactively to solve complex problems, taking ownership of issues from start to finish.Never settle for a superficial fix.Stakeholder Management: Coordinate with multiple internal stakeholders (e.g., fulfillment, logistics, marketing) to gather information and ensure timely, effective resolutions.Documentation & Reporting: Meticulously document all customer interactions and resolutions in Zendesk to maintain a clear record and identify recurring issues.Feedback Loop: Provide clear, actionable feedback to the support team and leadership to help improve processes and prevent future complaints.????Core Skills and Competencies:Exceptional Verbal and Written Communication in EnglishEmotional Intelligence and EmpathyCritical Thinking and Problem-Solving MindsetZendesk and Telephony System ProficiencyYour Experience:2+ years in a similar customer support role, with a focus on handling escalated complaints.Proven track record of de-escalating angry or frustrated customers and driving issues to a successful resolution.Proficiency with Zendesk and modern telephony systems is a must.Preference for candidates with experience in the US e-commerce market.Outstanding command of the English language, both written and spoken.Hiring Process:* Round 1: Review and evaluate your application.* Round 2: Invite to 45-minute "Discovery Call."This call will focus on your experience, problem-solving approach, and cultural fit.* Round 3: Practical Assessment.You'll be presented with a mock complaint scenario to demonstrate your de-escalation and problem-solving skills in real-time.This will also assess your technical proficiency.* Round 4: Meet the Team.A final call with a team to ensure alignment with our team culture and work ethic.#J-*****-Ljbffr

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