Complaints Analyst - Multiple languages
Published: 1 month ago
Revolut
Global money app
Job Location
Job Type
Full TimeVisa Sponsorship
Not AvailableRelocation
AllowedHiring contact
Nikolay StoronskyThe Role
ABOUT THE TEAM
Our Customer Service team is the public face of the company and provides first-class front-line support to our millions of customers. We are also internal customer-champions, working with product teams to ensure users stay at the forefront of everything Revolut does. We're a truly diverse, international group and we work across three European offices.
We hire people who know how to act fast, look for root causes and solve problems – not follow scripts. We expect every person to drive change and bring value to Revolut by contributing more than just resolving tickets. We dedicate a lot of time for personal and professional growth and as a result, by the time our agents "graduate" support they are fully trained to rock in any other role in the company (and are in demand from lots of teams!).
ABOUT THE ROLE
We never stop looking for candidates who hold traits and skills that our team welcomes dearly. At this time, we're looking for a bilingual Complaints Analyst to join our Complaints team in our Porto office.
What you will be doing:
Handle incoming Formal complaints and external dispute resolution entries (for example the Ombudsman)
Identify, analyse, and resolve issues and help implement improvements
Set up (improving) internal procedures
Actively contribute to a culture where the fair treatment of customers is a priority
Organise and maintain a central archive of all data, ensuring everything is recorded accurately and easily accessible
Test and strengthen current quality controls
WHAT YOU'LL NEED
At least 1 year of customer support experience
Bachelor's degree or equivalent
Flawless English - exceptional communication and writing skills in addition to Greek, Italian, Hungarian, Romanian, Czech, Bulgarian, Portuguese or Japanese (grammar, brand tone, and voice)
Analytical - able to investigate and get to the root of a problem
Resourceful - know where and how to obtain relevant information
Strategic - know when and how to best utilise means of redress (i.e. refunds including negotiations)
Ability to resolve complex cases - able to use analysis and resources to efficiently resolve a complex case
Meticulous - great attention to detail
Strive to improve every aspect of Revolut and yourself
A LITTLE ABOUT US
We believe that there are better ways for people to control their money. Easier, fairer ways.
Revolut started in 2015 with fee-free card transactions abroad. We’ve since added current accounts, business accounts, savings, insurance, and even cryptocurrency trading.
We reached 4 million customers in February 2019 and we’re adding another million every quarter.
And we’re only just getting started.
Come and help Revolut build the world’s first truly global bank.
WHAT WE ARE LOOKING FOR
From employee 1 to employee 1000, you will be slotting into a global team that shares a number of traits.
You can work autonomously and take ownership. We thrive with the space and responsibility to solve problems.
You operate best without lots of bureaucracy. We don’t hide behind fancy job titles or clunky processes ‘because that’s how things are done’.
You approach work in a logical way. We are not afraid to make mistakes but we use data and logic to backup decisions and improve understanding.
And you share our mission to improve people’s relationship with their money.
THE BENEFITS
• Competitive salary
• Excellent training and guidance from our team
• Roll with a free Revolut Metal subscription
Our Customer Service team is the public face of the company and provides first-class front-line support to our millions of customers. We are also internal customer-champions, working with product teams to ensure users stay at the forefront of everything Revolut does. We're a truly diverse, international group and we work across three European offices.
We hire people who know how to act fast, look for root causes and solve problems – not follow scripts. We expect every person to drive change and bring value to Revolut by contributing more than just resolving tickets. We dedicate a lot of time for personal and professional growth and as a result, by the time our agents "graduate" support they are fully trained to rock in any other role in the company (and are in demand from lots of teams!).
ABOUT THE ROLE
We never stop looking for candidates who hold traits and skills that our team welcomes dearly. At this time, we're looking for a bilingual Complaints Analyst to join our Complaints team in our Porto office.
What you will be doing:
Handle incoming Formal complaints and external dispute resolution entries (for example the Ombudsman)
Identify, analyse, and resolve issues and help implement improvements
Set up (improving) internal procedures
Actively contribute to a culture where the fair treatment of customers is a priority
Organise and maintain a central archive of all data, ensuring everything is recorded accurately and easily accessible
Test and strengthen current quality controls
WHAT YOU'LL NEED
At least 1 year of customer support experience
Bachelor's degree or equivalent
Flawless English - exceptional communication and writing skills in addition to Greek, Italian, Hungarian, Romanian, Czech, Bulgarian, Portuguese or Japanese (grammar, brand tone, and voice)
Analytical - able to investigate and get to the root of a problem
Resourceful - know where and how to obtain relevant information
Strategic - know when and how to best utilise means of redress (i.e. refunds including negotiations)
Ability to resolve complex cases - able to use analysis and resources to efficiently resolve a complex case
Meticulous - great attention to detail
Strive to improve every aspect of Revolut and yourself
A LITTLE ABOUT US
We believe that there are better ways for people to control their money. Easier, fairer ways.
Revolut started in 2015 with fee-free card transactions abroad. We’ve since added current accounts, business accounts, savings, insurance, and even cryptocurrency trading.
We reached 4 million customers in February 2019 and we’re adding another million every quarter.
And we’re only just getting started.
Come and help Revolut build the world’s first truly global bank.
WHAT WE ARE LOOKING FOR
From employee 1 to employee 1000, you will be slotting into a global team that shares a number of traits.
You can work autonomously and take ownership. We thrive with the space and responsibility to solve problems.
You operate best without lots of bureaucracy. We don’t hide behind fancy job titles or clunky processes ‘because that’s how things are done’.
You approach work in a logical way. We are not afraid to make mistakes but we use data and logic to backup decisions and improve understanding.
And you share our mission to improve people’s relationship with their money.
THE BENEFITS
• Competitive salary
• Excellent training and guidance from our team
• Roll with a free Revolut Metal subscription
