Complaints Officer

Position:
Complaints Officer

Company:
Wise

Compensation:
7800 - 9350 BRL Monthly

Location:
Brazil, São Paulo

Employment type:
Not specified

Work Arrangement:
Hybrid (minimum 3 days at office)

Short Summary:
As a Complaints Officer, you’ll investigate customer complaints, ensure timely and fair resolutions, and maintain a strong understanding of our regulatory obligations across multiple jurisdictions.

Responsibilities:
- Thoroughly review and understand customer complaints using internal tools
- Conduct root cause analysis to identify systemic issues and suggest improvements
- Communicate clearly with internal teams to gather necessary information
- Reference relevant terms of use and customer agreements to support case resolutions
- Utilize tools like Ninjas, Watson, Zendesk, Twilio, and Slack effectively
- Provide clear summaries, timelines, and outcomes in customer communications
- Demonstrate a customer-first approach, displaying empathy and aiming for solutions that enhance satisfaction
- Craft well-drafted, regulatory-compliant final responses
- Keep systems updated with proper records and audit trails
- Complete all administrative tasks efficiently and in line with regulatory standards
- Engage in mandatory and self-directed training to stay up-to-date
- Provide guidance to the Customer Support team on complex cases
- Offer proactive feedback and suggestions to improve processes and customer experiences

Requirement:
- Excellent written and verbal communication in Portuguese/English
- Experience with Customer Support
- Proficiency with Google Workspace, Office Suite, and platforms like Confluence
- Strong organizational skills and a sharp eye for detail
- Ability to work independently, prioritize tasks, and make informed decisions
- Effective interpersonal skills and a clear communication style
- Reliable, adaptable, and committed to achieving team goals
- Must be eligible to work in Brazil, São Paulo; cannot sponsor Visas for this role

Benefits:
- RSU’s in a rapidly growing company
- An annual self-development budget
- Health and dental allowance for you and your dependents - CarePlus (Master1)
- Company-paid: Life Insurance, and an EAP program
- Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually
- A paid 6-week sabbatical leave after four years
- 8-weeks of paid parental leave, after a year with us and child care assistance
- Transportation vouchers
- Meal (708 BRL per month) and food (1,166 BRL per month) vouchers
- TotalPass access to 3,500 gyms and studios throughout Brazil