Senior Complaints Specialist

SWATX is searching for a highly skilled Senior Complaints Specialist to join our dynamic team. In this role, you will be responsible for managing customer complaints efficiently and effectively, ensuring that each concern is addressed in a timely manner and aligns with our commitment to customer satisfaction. You will also identify root causes, implement corrective actions, and communicate with stakeholders to enhance our service quality.

Your expertise will play a critical role in analyzing complaints data and trends, making recommendations for improvements, and working closely with various departments to foster a customer-centric culture within the organization. You will be the primary point of contact for escalated issues, demonstrating exceptional problem-solving abilities and a strong understanding of our products and services.

Requirements

• Education : Bachelor's degree in Business Administration, Communications, or a related field
• Experience : Minimum of 5 years of experience in customer service, complaint resolution, or a similar role, with at least 2 years in a senior or lead capacity
• Skills : Excellent verbal and written communication skills, with the ability to handle difficult conversations with empathy and professionalism
• Analytical Skills : Strong analytical and problem-solving skills, with the ability to identify trends and develop actionable insights
• Interpersonal Skills : Ability to build relationships and collaborate effectively across all levels of the organization
• Customer Focus : A strong commitment to customer satisfaction and service excellence
• Tools : Proficiency in using customer relationship management (CRM) software and Microsoft Office Suite
• Certifications : Relevant certifications in customer service or complaint management are a plus

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