Complaint Handling Specialist

About the role

Global Tech Markets is seeking a motivated Complaint Handling Specialist to join its Complaints Department in Plovdiv. The role involves managing customer and ADR complaints, preparing reports, and supporting legal and cross‑functional teams.

Key responsibilities

• Craft professional and courteous responses to ADR and customer complaints, upholding high service standards.
• Prepare comprehensive reports that distill complaint data for management review and strategic decision‑making.
• Capture all activities related to raised complaints with precision, building a detailed record to expedite resolution.
• Collaborate with legal staff on client‑related cases and contribute to the company’s legal strategy.
• Work with various departments to optimise workflows and minimise risks associated with complaints.
• Develop and implement robust complaint‑handling procedures to ensure operational efficiency.
• Identify problematic trends in complaints and propose preventive measures.
• Escalate serious complaints to senior management for swift attention.
• Maintain up‑to‑date knowledge of all company products, procedures, and activities.

Required profile

• University degree in Economics, Accounting, Law or Finance (advantageous).
• Excellent command of English, both written and verbal; additional languages such as German or Dutch are a plus.
• Strong logical thinking and analytical abilities to resolve complex issues.
• Experience preparing formal written responses and legal summaries.
• Proven ability to multitask, prioritise and manage time in a dynamic environment.
• Outstanding interpersonal and communication skills.
• Robust reasoning, negotiation and trend‑analysis capabilities.
• Minimum of 2 years’ experience in a complaint handling position.

What we offer

• Competitive remuneration package and social benefits.
• Friendly, young work environment within an inspiring professional team.
• Strong professional training and regular knowledge‑enrichment sessions.
• 20 days annual leave.
• Premium health‑insurance coverage.
• Free snacks, beverages and Friday Happy Hour.
• Food vouchers and Multisport or CooFit card.
• Team‑building events and activities.
• Office located in Office Park Plovdiv, Blvd Svoboda 65.