Complaints Management Specialist – Written Customer Service

This is a fully remote position, open to applicants in Turkey.

📋 Description

• Manage customer complaints independently, mainly through email communication.

• Evaluate and analyze incoming complaints to identify effective, customer-centric solutions.

• Engage with customers in a professional, courteous, and empathetic manner throughout the complaints resolution process.

• Follow up on open complaints until complete resolution is achieved.

• Meticulously document all cases and pertinent information.

• Collaborate with internal teams for more complex complaints or when additional information is necessary.

• Occasionally address complaints through live chat or social media platforms.

• Ensure all complaints are managed promptly, efficiently, and to a high quality standard.

⛳️ Requirements

• Preferably, some prior experience in customer service, complaints management, or e-commerce.

• Exceptional written communication skills with a passion for engaging with customers through writing.

• A friendly, empathetic, and professional communication style, even when interacting with challenging or dissatisfied customers.

• An independent, dependable, and solution-focused work approach.

• Outstanding organizational abilities and a keen attention to detail.

• Capability to manage multiple complaints at once while keeping track of open cases.

• Comfortable using digital tools and eager to learn new systems quickly.

• Experience with Intercom and/or Shopify is a plus.

• Valid work authorization in Turkey.

🏝️ Benefits

• Option to work from home.

• Competitive base salary paid in EUR.

• Meal allowance provided.

• Timely payment at the end of each month.

• SGK registration included.

• A dynamic, relaxed, and vibrant work environment that considers employees’ needs and preferences.

• A dedicated contact person available for questions and concerns of all kinds.

• Comprehensive onboarding and regular training opportunities.

• A unique chance to contribute to an innovative and growing company.