Complaints Specialist

Company Profile:

A fast-growing automotive e-commerce marketplace transforming the used-car market through technology, transparency, and customer-centric solutions.

The company is building a trusted platform where customers can buy and sell high-quality used cars with confidence, supported by a wide range of financing solutions and a seamless digital experience.

Job Summary:

We are looking for a Complaints Specialist to manage customer complaints from initial investigation through resolution. The role will ensure timely case handling, effective coordination with internal teams, and professional customer communication while maintaining high standards of SLA, quality, and customer satisfaction.

Key Responsibilities:

• Handle and investigate customer complaints and ensure timely resolution.
• Review CRM records, customer history, and call recordings to identify issues.
• Coordinate with internal teams and follow up on cases until resolution.
• Communicate with customers professionally and ensure their satisfaction.
• Maintain accurate complaint records and meet SLA and quality standards.
• Monitor complaint KPIs, including SLA, QA, and CSAT targets.

Requirements:

• Bachelor's degree in any relevant field.
• 4+ years of experience in customer service, complaints, or call center operations.
• Experience with CRM systems and Microsoft Excel.
• Fluent Arabic and Upper-Intermediate/Fluent English.
• Strong communication and problem-solving skills.
• Customer-focused, detail-oriented, and able to work effectively under pressure.