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Complaints Specialist

3 miesięcy temu


Warszawa, Polska Tylko Pełny etat


We're looking for the right person to join our team as a Complaints Specialist. This role is essential for ensuring customer satisfaction and maintaining high standards in our complaint management processes.


About the Operations Department: 


The Operations Department is responsible for every process involved in the production and delivery of our products. It’s composed of four unique areas: Production, Delivery & Services, Customer Service and Automation.


About the Delivery & Services Team:


The Delivery & Services Team is responsible for delivering Tylko products securely to our customers’ doorsteps worldwide. They work in tandem with our external couriers and dedicated transport teams to offer logistic solutions that are timely, safe and dependable. 


Responsibilities


Handling Complaints: Accurately document and file complaints with transport companies, and write appeals against negative decisions. Success in this area is measured by the increased resolution rates and the timely submission of complaints and appeals.Complaint Verification and Classification: Efficiently verify and categorize client complaints, ensuring faster and more accurate resolutions.KPI Reporting: Regularly prepare and present insightful KPI reports, highlighting areas for improvement and tracking the effectiveness of the complaints process.Courier Delivery Issue Resolution: Manage and resolve issues related to courier deliveries, contributing to higher customer satisfaction through prompt and effective problem-solving.



Why Tylko?


Being a part of the Tylko team goes beyond clocking in every day and keeping your head down. We celebrate inclusivity and work together to build a culture of happy, healthy employees who are truly heard, and provide the following great benefits for every single member:


Comprehensive healthcare

One bonus day off every month

A discount on all Tylko products

Mixer parties

Fun events like cooking classes, inspiring talks with people and professionals from all walks of life, and other great meetups.

And of course, a dog-friendly office

speak English and Polish at least B2 level
proficient in Microsoft Officeprevious experience in complaints handling or experience in the complaints department of a transport companyanalytical abilities and attention to detailAbility to work from the office (in Warsaw) at least 2 days per week