BioPak is looking for a Customer Complaints Specialist to manage escalated customer issues and service recovery for our telecommunications services. In this role, you will take full ownership of complex complaints from initial contact through to resolution, ensuring every customer interaction reflects our commitment to reliability and care.
What You'll Do
- Serve as the main contact for customer complaints, escalations, and high-priority service issues.
- Take full ownership of cases from intake to closure.
- Perform thorough root-cause analysis to identify real, underlying issues.
- Coordinate with Technical Support, Network Teams, and Business Operations to deliver permanent fixes.
- Provide timely updates to customers via phone and email, managing expectations clearly.
- Use empathy and professionalism to de-escalate emotional or sensitive situations.
- Apply proven service recovery techniques to turn negative experiences into positive outcomes.
- Identify recurring issues and propose process or system improvements.
- Ensure every interaction reflects reliability, responsiveness, and customer care.
- Maintain complete and accurate records of all complaints and resolutions.
- Prepare clear, concise complaint reports summarising findings and outcomes.
- Track complaint metrics (resolution time, recurrence, root causes, trends).
- Work with offshore/remote staff, guiding them on handling complex cases.
- Mentor junior CS team members on best practices and difficult conversations.
- Participate in internal meetings to improve overall customer service frameworks.
What We're Looking For
- 3–4 years of experience in complaints handling, escalations, or service recovery.
- Strong understanding of telecom/VoIP systems and typical service issues.
- Proven ability to convert dissatisfied customers into satisfied, loyal ones.
- Excellent verbal and written communication; empathetic and clear under pressure.
- Strong organisational skills; able to manage multiple complex cases simultaneously.
Nice to Have
- Experience ideally in telecoms/VoIP.
- Experience using CRM systems (HubSpot preferred).
Technical Stack
- CRM systems
- HubSpot
Team & Environment
You will work with offshore/remote staff and mentor junior CS team members.
Work Mode
This role is fully remote.
