Customer Complaints Specialist (VOIP) | Remote

Company Profile

Founded in 2023, our Telecommunications client, was built because businesses deserve a provider that’s reliable, fast, and obsessed with delivering the best tools for business communication.

They are passionate about business communications, continuity, collaboration, and productivity. That means they are also dedicated delivering better service, support, and reliability – and making business phone systems and internet easier and more convenient for our clients.

They also know that future-focused businesses deserve future-ready solutions like WhatsApp integration, call recording, on-hold marketing, remote working solutions, and call reporting.

This is a great opportunity for a Customer Service Specialist to join a fast-growing telecom company. Be part of a supportive team, grow your skills, and build a long-term career as the company continues to expand.

Job Overview

This role is dedicated to managing customer complaints, escalations, and complex service issues within a fast-growing telecommunications company. You will take ownership of each case end-to-end — investigating issues, coordinating with technical teams, recovering dissatisfied customers, and ensuring long-term solutions that prevent repeat problems.

You will be the primary point of contact when customers need the highest level of support, requiring empathy, strong communication skills, analytical thinking, and a proactive mindset. This role directly influences customer satisfaction, service quality, and overall business reputation.

Duties and Responsibilities

Complaints Handling & Escalations

• Serve as the main contact for customer complaints, escalations, and high-priority service issues.
• Take full ownership of cases from intake to closure.
• Perform thorough root-cause analysis to identify real, underlying issues.
• Coordinate with Technical Support, Network Teams, and Business Operations to deliver permanent fixes.
• Provide timely updates to customers via phone and email, managing expectations clearly.
• Use empathy and professionalism to de-escalate emotional or sensitive situations.

Service Recovery & Customer Experience

• Apply proven service recovery techniques to turn negative experiences into positive outcomes.
• Identify recurring issues and propose process or system improvements.
• Ensure every interaction reflects reliability, responsiveness, and customer care.

Documentation & Reporting

• Maintain complete and accurate records of all complaints and resolutions.
• Prepare clear, concise complaint reports summarising findings and outcomes.
• Track complaint metrics (resolution time, recurrence, root causes, trends).

Collaboration & Support

• Work with offshore/remote staff, guiding them on handling complex cases.
• Mentor junior CS team members on best practices and difficult conversations.
• Participate in internal meetings to improve overall customer service frameworks.

Requirements

• 3–4 years of experience in complaints handling, escalations, or service recovery, ideally in telecoms/VoIP.
• Strong understanding of telecom/VoIP systems and typical service issues.
• Proven ability to convert dissatisfied customers into satisfied, loyal ones.
• Excellent verbal and written communication; empathetic and clear under pressure.
• Experience using CRM systems (HubSpot preferred).
• Strong organisational skills; able to manage multiple complex cases simultaneously.

Job Type: Direct Employment

Employment Type: Full-time

Location: Remote

Work Schedule: Monday to Friday | 4:00 AM - 12:00 PM Philippine Time (9:00 AM - 5:00 PM UK time)

Industry: VOIP/Telecommunication