Complaints Handling Officer, Bulgaria

Job Responsibilities:

• Lead daily escalation activities of the CS team and serve as the main point of contact for specific cases.
• Stay informed about regulatory changes and updates to influence internal and external complaints handling processes.
• Ensure the internal complaints handling process and escalation procedures are up-to-date in accordance with regulatory requirements.
• Take responsibility for projects related to the evolution of complaints-related processes, reporting, and tools.
• Address service-related complaints escalated through communication channels following internal procedures.
• Thoroughly investigate and handle complaints fairly, consistently, and promptly by assessing their validity.
• Collaborate with relevant departments and parties to investigate and resolve complaints effectively.
• Escalate complaints to appropriate departments when necessary as per internal procedures.
• Provide final responses to complainants based on internal complaints handling protocols.
• Analyze complaint statistics and trends to report to senior management regularly and implement necessary actions.
• Collaborate with customer-facing departments to drive operational improvements based on root cause analysis of complaints.
• Meet set targets and participate in ad-hoc projects as directed by senior management.
• Provide regular updates to line managers on all job duties, along with other responsibilities assigned by superiors.

Job Requirements:

• Essential experience in Customer Service.
• Preferably possess in-depth knowledge of contemporary Customer Service practices, complaints handling, and government body interactions.
• Understand the company's business, technical, financial, and organizational structure.
• Demonstrate effective communication skills with internal and external stakeholders.
• Strong written and verbal communication abilities.
• Excellent leadership, organizational, decision-making, problem-solving skills, and the ability to work both independently and in a team.
• Demonstrate integrity, initiative, perseverance, discretion, and respect for individual rights.
• Express interest in the fintech industry along with proficiency in English language and computer literacy.

Life @Crypto.com:

• Encouraged to explore new opportunities in a collaborative and supportive team environment.
• Thrive in a proactive and transformational workplace that encourages innovative solutions.
• Support for personal and professional growth through skill development opportunities.
• Engage in a cohesive team culture for mutual support towards achieving common goals.

Benefits:

• Competitive salary.
• Comprehensive medical insurance coverage extendable to dependents.
• Generous annual leave entitlement including birthday and work anniversary bonuses.
• Internal mobility program for diverse career advancement opportunities.
• Work perks include Crypto.com visa card plus region-specific benefits.

About Crypto.com:

• Founded in 2016, serving over 150 million customers globally with a focus on accelerating cryptocurrency adoption.
• Committed to security, privacy, compliance, and innovation to build a fairer digital ecosystem.
• An equal opportunities employer promoting diversity and inclusion in a transparent recruitment process.

Applicants' personal data will solely be used for recruitment purposes.