Litigation Cust. Complain Sr. Specialist Vodafone

Key accountabilities and decision ownership

• Responsible for managing and investigating customer complaints and facilitating the settlement of legal cases by ensuring a fair, timely, and satisfactory resolution.
  Acts as the primary point of contact for customers during the complaint resolution process and ensures compliance with company policies and regulatory requirements.
  Facilitate resolving complex complaints and disputes related to deny or claims of ownership. Analyze relevant data, documents and information to determine the validity of claims and complaints.
  Being able to assess potential risks and implications associated with each case or complaint.
  Collaborate with cross-functional teams, including legal, compliance, and operations, to ensure a comprehensive and coordinated approach to resolving disputes.
  Gather relevant details and information from different functions within the organization
  Maintain detailed records of all investigations and decisions for a clear and concise reporting to management when needed.
  Stay updated with regulations, and industry best practices
  Provide subject matter expertise and advisory support to the organization on legal matters within the scope of responsibility.
  Have excellent communication skills, both verbal and written, to interact effectively with customers when needed.

• Responsible for managing customer complaints and facilitating the settlement of cases by ensuring a fair, timely, and satisfactory resolution.
  Acts as the primary point of contact for customers during the complaint resolution process and ensures compliance with company policies and regulatory requirements.
  Analyze claims and assess the appropriate course of action. Negotiate settlements with customers within company policies and authority limits.
  Prepare and process settlement agreements and documents.
  Communicate resolutions clearly and empathetically to customers.
  Escalate unresolved or complex cases to higher management or specialized teams.
  Maintain accurate records of complaints, investigations, and resolutions.
  Prepare regular reports on complaint trends, root causes, and settlement metrics.
  Ensure all complaint handling and settlements comply with company policies and applicable regulations.
  Suggest process improvements to enhance customer satisfaction and prevent recurring complaints.
  Work closely with internal teams (legal, operations, quality assurance) to resolve issues effectively.
  Act as a liaison between the customer and the company, ensuring transparency and trust.