Complaints Analyst - Multiple languages

Revolut

  • Location
    • Vilnius, LT
  • Date Posted
  • 24 Mar 2020
  • Function
  • Technical & Customer Support
  • Sector
  • Fintech

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 Vilnius 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)
  • Any European language would be an asset (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

Salary

1650 EUR gross monthly

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 10 million customers as we rolled into 2020 and we're adding another million every quarter.

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