About the job
The Internal Dispute Resolution Specialist at ING is all about enhancing customer experience by managing complaints and resolving issues effectively. This job plays a crucial role in turning challenges into opportunities, ensuring that customers feel heard and valued. The team thrives on collaboration, continuous improvement, and a proactive approach to customer service.
You'll be responsible for
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Managing complaints
Manage complaints from lodgement through to closure, including investigation, assessment, resolution, and maintaining accurate records.📞
Handling inbound calls
Handle real-time inbound complaint calls and aim to resolve issues at first contact while providing proactive and empathetic customer service.📝
Conducting reviews
Conduct complex reviews of customer files and processes, and prepare clear, high-quality written responses outlining findings and potential resolutions.Key criteria
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Experience managing complex customer complaints
Demonstrated experience resolving intricate customer issues with sound judgment.View
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Strong interpersonal and communication skills
Proven ability to build effective relationships with stakeholders.View
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Negotiation and conciliation skills
Experience negotiating sensitive complaints with a customer-centric approach.View
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