Complaints Management

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Position Summary :

The Complaints Management Team plays a key role in ensuring customer satisfaction by addressing and resolving concerns in a clear, timely, and professional manner. This position is responsible for managing customer feedback and complaints, ensuring that each case is handled with empathy, accuracy, and efficiency in alignment with the service standards.

Responsibilities :

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to de-escalate matters in a calm and professional manner.
• Ability to translate and articulate complicated and multi-layered information into simple messages.
• Analytic mind that enjoys putting together clues found throughout a variety of information sources.
• Must be able to work independently.
• Interest in continuously expanding the scope of your expertise through experience and training activities.
• Superior written communication skills.
• Advanced comfort level with technology.
• Adherence to following internal policy.
• Shift priorities with little advance notice.
• Must be able to work collaboratively within a team environment (both within your respective team and across multiple organizational functions.

Requirements :

“equivalency” of a combination of education and experience is sufficient.