Incidents and Complaints Agent
3 semanas atrás
**ABOUT US**
Indie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices.
We have a global fleet of over 3,000 vehicles. In addition, our platform hosts the campervans and motorhomes of countless individual and professional owners. Our vision is to become the world's No.1 road trip provider by continuing to expand - both vertically and geographically.
Indie Campers operates across Europe, North America and Oceania, in more than 70 cities.
**THE ROLE**
As a Complaints & Incidents Analyst, you'll be focused on addressing complaints and working diligently to resolve them. This role will be the vocal proponent for quality, and will be responsible for conducting audits to review support responses and processes for quality and efficiency, identifying quality gaps, and implementing action plans to resolve the identified gaps.
**WHAT WILL YOU WORK ON?**
- Handle incoming complaints within the agreed deadline
- Actively contribute to a culture where the fair treatment of customers is a priority
- Organise and maintain a central archive of all data, ensuring the recorded information is accurate and easily accessible
- Cooperate closely with other departments during the case investigation
- Contribute to a continual enhancement of customer service, by providing root cause analysis and making recommendations on how to improve procedures and policies for the business.
- Collaborate across all levels and functions of the business
- Reporting, collating and analysing customer complaints data
- Contacting customers when necessary, to gather further detail to support complaint investigation
**WHO ARE WE LOOKING FOR?**
- Some experience of handling customers and providing customer support
- Analytical - able to investigate and get to the root of a problem, with ability to write reports, business correspondence, and procedures
- Resourceful - Ability to liaise and work with stakeholders at all levels, both internally and externally
- Strategic - know when and how to best utilise means of redress (i.e. refunds, including negotiations)
- Customer focused, dynamic and flexible team player
- Driven to exceed challenges
- Excellent communication and conversational skills with an enthusiastic and friendly approach
**THE INDIE COMMITMENT**
- A dynamic position in a young, fast-growing and innovative company
- Continuous training and coaching to develop your skills
- International and informal work environment located in the heart of Lisbon.
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