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Mid LevelFull-timeRustAWSAI
Salary Range
$72,250 - $97,750 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
Afterpay is seeking an Internal Dispute Resolution Specialist to join our team. You will help solve our customers' most complex issues by investigating, managing, and resolving escalated complaints that first-level resolution teams couldn't address. This role requires working with both onshore and offshore teams to uphold internal policies and achieve fair outcomes for customers.
Key Responsibilities
- →Investigate, manage, and resolve escalated customer complaints according to Afterpay/Clearpay complaint management policies
- →Manage multiple complaint cases simultaneously while following standard operating procedures
- →Build expertise in our products, technology, and procedures to deliver the best support
- →Provide support to front-line team members to improve first point resolution
- →Stay alert to complaint trends and customer feedback, making recommendations to improve processes
- →Develop productive working relationships with stakeholders across Operations, Product, and Technology teams
- →Balance quality, productivity, and service standards to meet KPIs
Requirements
- ✓Minimum of 1-2 years experience in Customer Service roles with specific Escalations/Complaints Experience
- ✓Experience in service delivery across phone, messaging, and social media channels
- ✓Self-driven team player with logical thinking skills
- ✓Strong time management abilities
- ✓Excellent written and verbal communication skills
- ✓Experience supporting difficult or vulnerable customers over the phone
- ✓Strong attention to detail and problem-solving abilities
- ✓Experience working in a regulated financial services role under FCA regulations
- ✓Technologies Used
- ✓Zendesk
- ✓Slack
- ✓Google suite
- ✓Playvox workforce management
- ✓CF1
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