Multilingual Complaints Specialist

About Revolut

People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, our super app has helped over 20 million customers get more from their money. And we're not done yet.

As we continue our lightning-fast growth, we believe that two things are essential to continuing our success: our people and our culture. So far, we have more than 3000 people, based in 20 offices around the world, working on our mission. And we're looking for more. We want brilliant people that love building great products, love redefining success, and love turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

Our Customer Support team is the public face of the company and provides first-class front-line support to our millions of customers. We are also internal customer-champions, working with product teams to ensure users stay at the forefront of everything Revolut does.

We are looking for a passionate analyst to join us as Complaints Specialist. Someone to investigate and resolve complaints within the regulatory deadline. It’s a position for truly responsible, customer-oriented and resilient individuals. A strategic thinker ready to improve internal processes wherever it is needed. The goal is always the same: to improve the quality of our services and make sure that what we deliver is WOW.

What you’ll be doing

• Handling incoming formal complaints within the regulatory deadline
• Identifying, analyzing, and resolving issues and help implement improvements
• Setting up (improving) internal procedures
• Actively contributing to a culture where the fair treatment of customers is a priority
• Organizing and maintaining a central archive of all data, ensuring everything is recorded accurately and easily accessible
• Testing and strengthening current quality controls
• Seeking to go above and beyond the role by taking real ownership of problems, policies or procedures from end-to-end 
• Cooperating closely with other departments during the case investigation

What you'll need

• At least 1 year of customer support experience
• Bachelor's degree or equivalent
• Flawless English and French, Brazilian Portuguese or Spanish (exceptional communication and writing skills)
• Analytical mindset - ability to investigate and get to the root of a problem
• Knowledge of where and how to obtain relevant information
• Strategic thinking - to know when and how to best utilise means of redress (i.e. refunds including negotiations)
• Strong problem solving attitude - ability to use analysis and resources to efficiently resolve a complex case
• Great attention to detail
• Readiness to improve every aspect of Revolut and yourself

Nice to have

• Multiple languages