About the role:

As complaint investigator, you will gather all the elements that caused the dissatisfaction of our customers. You will look for the root cause and agree on corrective actions with the departments involved. Based on the facts you will propose clear feedback and initiate compensation.  You are eager to learn and want to understand all our commercial processes. You don’t take things for granted and demonstrate a strong desire to improve. You can explain complex matters in simple words. Above all, you are customer-focused and service-oriented. You don’t see complaints as annoyances but as a constructive signal to further improve service.  

 

Key responsibilities:

Follow up on assigned complaints and complaint corrections in an accurate and timely manner into SaleForce.com (within 1  business day of complaint receipt). Gather, validate, and understand all elements necessary to investigate the complaint. Identify preliminary root cause and responsible department. Delegate root cause analysis to the preliminary responsible department. Follow up on timely feedback from the responsible department. Perform detailed root cause analysis for customer care-related complaints. Based on feedback from the responsible department, formulate responses to customers. Align customer feedback with customer care agents and sales. Update report on a daily/ weekly/ monthly basis and follow up with relevant stakeholders. Follow up continuous improvement initiatives to prevent reoccurrence of complaints. Frequent monitoring of 3rd party platforms and reports to confirm invoices being delivered to the final customer. Create and develop reports based on the organization's needs/ priorities and draw conclusions – directions for improvements. Subject-Matter-Expert in the areas of processes of Customer Care, Sales, Logistics, Pricing, etc. – personal contribution to local, regional, and global projects, integrations of new entities. Conducting training on complaint management process to newcomers and stakeholders from different workstreams.

 

About you:

Bachelor's or master's degree in business, logistics, or languages. Excellent English skills (Native or C1 level) to ensure seamless communication with business stakeholders and external customers. Other languages might be required/ an asset: Spanish, Italian, German, Dutch, French, Polish. Logistic and accounting knowledge  Establishing & Maintaining  the relationship with all stakeholders involved in the complaints Advanced knowledge of ERP (SAP) and CRM (salesforce.com) systems to look for root causes in the system.

 

We offer:

Employment on a regular basis in the sweetest company in the world. Annual bonus based on your work results. Lunch card to be used for groceries and restaurants. Private medical care in Lux Med (basic package fully financed by BC). Fit Profit sports card co-financed by BC. PPE: we care about your future, and we save money for your retirement. Cafeteria Program as a part of Social Fund. Group life insurance. Hybrid working model: min. 8 days in the office a month. As part of our work-life balance culture, we can start work between 7 am and 10 am. Free consultation with a lawyer once a quarter. Chocolate! Yes, surprising but we have chocolate in the office, for Christmas, BC’s Birthday, and many other occasions during the year. And if chocolate is still not enough, you can join one of our theme clubs, where together with other employees we develop our passions and interests. Daily delivery of fresh fruits and veggies to the office. You can purchase our sweet products with a special discount. Relax zone in the office and plenty of options to choose from: PlayStation 5, football table, pool table, Ping-Pong, library, table games, and massage chairs. Sport @work? Sure! We have treadmills and indoor exercise bikes with a laptop station. We like to party as much as we like chocolate! We have integration budgets we can use for team events. Forever Chocolate and Event Team: you can join them and have a real influence on social life in BC and CSR activities.