ROU | req3760
Your job at DKV Mobility? As part of a leading European B2B platform for on-the-road payment solutions, you will work in an exciting environment. Our tasks are defined by our Purpose: To drive the transition towards an efficient and sustainable future of mobility. We offer you numerous opportunities to help shape the mobility of tomorrow in a dynamic and agile environment. Our approximately 2,400 employees throughout Europe are united by a common passion: to give their best every day for our customers in more than 50 countries. True to our claim: You drive, we care. Become part of our diverse, dedicated and unique team!

We are seeking a dedicated Specialist Customer Complaints to manage and resolve customer complaints effectively behind the scenes. While not in direct contact with customers, the ideal candidate will be responsible for ensuring that complaints are handled in a professional and timely manner, using strong problem-solving skills to find appropriate resolutions.

The role requires a high level of attention to detail, excellent communication, and the ability to collaborate with multiple teams to maintain customer satisfaction.

Responsibilities:

• Review and assess customer complaints received by the company, ensuring they are addressed promptly and professionally.
• Investigate and resolve complaints effectively, utilizing advanced problem-solving skills to determine the best course of action.
• Work closely with customer service teams and other departments to gather information and ensure consistent handling of complaints.
• Keep accurate records of customer complaints and the steps taken for resolution
• Maintain a high level of customer satisfaction by supporting the resolution process, ensuring fair and effective outcomes.
• Collaborate with various teams to ensure a coordinated and consistent approach to complaint resolution.
• Adhere to company policies and regulatory guidelines when managing complaints.
• Escalate complex complaints or those requiring management intervention for further action.
• Support reports on complaints, including numbers received, nature of complaints, resolutions, and any trends identified

• Proven experience in customer service, complaint handling, or a similar role.
• Strong problem-solving abilities with the capacity to handle complex issues efficiently and creatively.
• Excellent communication and interpersonal skills, with the ability to work effectively across teams.
• Ability to analyze complaints and find suitable resolutions without direct customer interaction.
• Familiarity with complaint management systems and processes.
• Strong attention to detail and organizational skills.
• Knowledge of company policies and regulatory guidelines.