Complaints Analyst- APAC

4 weeks ago

Metro Manila Philippines Indie Campers Full time

ABOUT US Indie Campers is the leading campervan platform, dedicated to making road trips accessible and unforgettable for everyone. Our mission is driven by innovation, a strong product, and an unwavering commitment to our customers. By prioritizing a seamless booking experience and delivering high-quality road trips at competitive prices, Indie Campers has become the go-to choice. With over one million nights rented through our travel platform, we have welcomed more than 300,000 travelers from 169 countries. We offer a diverse and continually expanding range of road trip options: from short-term RV rentals to long-term campervan subscriptions, and even the opportunity to purchase one of our vehicles. Our goals are ambitious, and we set high standards in everything we do, embracing challenges that push us to innovate and excel. We are dedicated to growing our team with talented individuals who share our enthusiasm for creating exceptional travel experiences, a strong ownership sense, and our commitment to operational excellence. THE ROLE As a Complaints Analyst, you will play a key role in managing and resolving customer claims to ensure satisfaction after less-than-perfect trips. You will analyze customer complaints, respond according to company policy, and maintain strong relationships with our travelers. You will join our Global Customer Support team in Manila, reporting to the Region's Customer Support Lead, and will collaborate closely with Operations Strategy, Support Strategy, and Asset Management. WHAT YOU WILL WORK ON Receive and analyze complaints via emails, calls, and chat, providing solutions aligned with company policies. Manage and reduce the backlog of claims, ensuring timely and efficient resolution. Handle escalations involving legal letters, consumer offices, complaints books, and other official channels. Monitor recurring issues and suggest process improvements to enhance overall support efficiency. Collaborate with internal teams to ensure smooth communication and follow-up with travelers. WHO WE'RE LOOKING FOR Minimum of 2 years' experience in customer support, preferably in Travel & Tourism, car rental, or hospitality industries. Experience managing cases across multiple channels (emails, calls, chat) and using workflow/ticketing systems. Familiarity with review and social media platforms for managing online customer feedback. Strong problem-solving skills, with the ability to analyze complaints and provide fair, customer-centric solutions. Ability to handle escalations professionally and maintain calm under pressure. Excellent verbal and written communication skills. Fluency in English is mandatory. Are you ready to Go Indie? #J-18808-Ljbffr

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