customer relations & complaints analyst

The Complaints Analyst is responsible for investigating and resolving complaints from customers regarding insurance policies, claims, and services. This role involves analysing complaints, identifying trends, and ensuring compliance with regulatory requirements. The Complaints Analyst will work closely with various departments and external providers to address issues and optimize customer satisfaction.

Your day-to-day:

• Receive, review, and investigate complaints in a timely manner
• Ensure all complaints are handled in accordance with regulatory requirements and company policies
• Communicate effectively with customers, providing clear and concise information regarding the status and resolution of their complaints
• Identify patterns and trends in complaints and provide insights for process improvements
• Build sustainable relationships of trust through open and interactive communication channels
• Drive meetings regarded as essential in the performance of the role
• Maintain accurate records of complaints, investigations, and resolutions

Qualifications:

• Education: Bachelor’s degree in Business, Insurance, or a related field
• Minimum of 2-3 years of experience in customer service, claims handling, or a related role in the insurance industry
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Ability to handle sensitive information with confidentiality
• Ability to multi-task, prioritize and manage time effectively
• Customer orientation and ability to adapt/respond to different types of characters
• Familiarity with CRM systems will be considered as a plus

Personal Profile:

• Excellent written and verbal communication skills to clearly convey information to customers and internal teams
• Strong customer service skills to handle complaints empathetically
• Ability to handle sensitive information with discretion
• Strong analytical and problem-solving skills
• Focus on both delivery and quality; high tolerance in working under pressure
• Team player
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What we offer:

• Extensive training opportunities - on-demand and on-site options
• Partnership with multiple educational institutions across Greece for advanced education, with tuition support
• Comprehensive Health Insurance that keeps you safe, with peace of mind and financial protection in times of need
• Pension Scheme to secure your financial future
• Well-being and work-life balance
• One-time budget for home-office equipment to make your work-from-home comfortable
• Recognition and rewards for excellence
• Monthly meal allowance
• Recently renovated offices, central location, with easy access