Record and resolve complaints and grievances received in the company through all incoming channels, in accordance with legal and internal standards;

Provide support in monitoring, analyzing, and reporting key performance indicators of the complaints process;

Ensure communication with complainants throughout the receipt and resolution process, through all available communication channels as appropriate (phone, email, mail, etc.);

Analyze a variety of information sources to ensure the correct and prompt finalization of the case;

Identify factors that led to the generation of the complaint or grievance;

Contribute to the improvement of complaint management processes;

Participate in quality control activities for workflows and processes that directly or indirectly impact customer satisfaction, and partake in the development and communication of action plans to reduce the number of complaints and grievances;

Provide support for users of the complaint management software to ensure the correct and complete entry of data necessary for case resolution.

Higher or secondary education;

Languages spoken: Romanian-Russian;

Ability to manage the processes of collecting, structuring, and interpreting relevant information;

Customer-oriented;

Results-oriented with a focus on continuous improvement.