⚫ Handling customer complaints from channels and coordinating with relevant departments (Channels, Finance, Tech) to ensure efficient resolution. ⚫ Documenting, analyzing, and archiving complaints, generating actionable reports. ⚫ Assisting in the development and optimization of complaint handling processes and SOPs to improve overall efficiency and customer satisfaction. ⚫ Providing effective solutions and recommendations for complex or cross-departmental complaints. ⚫ Maintaining professional and transparent communication with internal teams and external clients.

⚫ Bachelor’s degree or above in Business, Law, Finance, or related fields preferred. ⚫ If Mandarin Native speaker: Fluent in Spanish or Portuguese. If not Mandarin Native Speaker: Fluent in Spanish or Portuguese + Chinese. ⚫ Excellent cross-cultural communication skills. ⚫ Strong diplomatic skills, capable of handling sensitive or complex complaints professionally. ⚫ Detail-oriented, analytical, with strong problem-solving abilities. ⚫ Self-motivated, proactive, and able to drive issues to resolution independently. ⚫ Proficient in office software (Excel, Word, PowerPoint) and able to analyze and summarize data efficiently