Complaints Handler

3 days ago

London, United Kingdom Orla Rose Associates Full time

Complaints Handler/Customer Support


We are seeking a dedicated and empathetic Complaints Handler to join our Customer Support team. In this role, you will be responsible for managing and resolving customer complaints across multiple platforms, including Trustpilot, Reddit, YouTube, and other online forums. You will act as the voice of the company, maintaining professionalism and ensuring customer satisfaction while protecting our brand's reputation.


Key Responsibilities - Monitor and Respond to Complaints:


  1. Actively monitor Trustpilot, Reddit, YouTube comments, and other review platforms for customer complaints and feedback.
  2. Respond promptly and professionally, addressing customer concerns and resolving issues effectively.
  3. Resolution Management:
  4. Investigate the root cause of complaints, liaising with internal teams as necessary to resolve issues.
  5. Provide clear, empathetic, and personalized responses tailored to individual customer concerns.
  6. Escalation and Follow-up:
  7. Escalate complex complaints to relevant departments while ensuring timely resolution.
  8. Follow up with customers to confirm satisfaction and prevent recurrence of issues.


Reporting and Insights:

  • Track and document complaint trends, providing actionable insights to the management team
  • Compile regular reports on complaint volumes, resolution times, and customer feedback.
  • Proactive Engagement:
  • Engage positively with customers to rebuild trust and strengthen brand loyalty.
  • Identify opportunities to turn negative experiences into positive out


Qualifications and Skills

  1. Proven experience in customer support, complaints handling, or a related field.
  2. Familiarity with online platforms such as Trustpilot, Reddit, and YouTube is a plus.
  3. Strong written communication skills with attention to tone and detail.
  4. Excellent problem-solving and conflict-resolution abilities.
  5. Ability to manage multiple cases simultaneously while meeting deadlines.
  6. Empathy and patience when dealing with dissatisfied customers.
  7. Technical Proficiency:
  8. Comfortable using customer support tools, CRM systems, and social media monitoring platforms.
  9. Personal Attributes:
  10. Proactive, results-driven, and adaptable to a dynamic work environment.
  11. High level of integrity and commitment to maintaining customer trust.
  12. Strong project management and operational control skills.

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