Senior Complaints Resolution and Report Specialist

Acquire BPO is an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources.

Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.

Why Join the A-Team?

Come for a career, stay for the fun!

• HMO coverage for you and your family.

• Yearly Kick-Off Parties with major giveaways (like the car in 2023).

• Get recognized through our ‘Value Awards’.

• Grow your career - yes, we love to promote internally.

• Do meaningful work and collaborate with the best.

• 900 promotions given each year.

• Access to 2,700+ leadership training courses.

A Glimpse into Your New Role

We are looking for a Senior Complaints Resolution and Reporter to join our growing team. This role is vital in managing escalated complaints in the Energy sector, ensuring efficient resolutions, and driving actionable insights through comprehensive monthly complaints reporting.

Your responsibilities will include:

• Handling and resolving escalated Energy Ombudsman complaints with empathy and professionalism.

• Conducting in-depth investigations to determine the root causes of complaints.

• Collaborating with internal departments (Customer Service, Compliance, Billing, Collections) and external stakeholders to resolve issues promptly.

• Preparing detailed monthly complaint reports with actionable recommendations and key insights for management.

• Ensuring that all complaints are logged, tracked, and resolved in compliance with organizational policies and service standards.

What You’ll Bring

• Experience: Minimum 5 years of experience in Energy or a similar complaints management role.

• Strong analytical and problem-solving skills.

• Exceptional written and verbal communication skills.

• Proficiency in tools such as Excel, JIRA, Tableau, and other data analysis platforms.

• Knowledge of complaints handling best practices.

• Ability to manage multiple priorities in a fast-paced, collaborative environment.

With a diverse global team working together, we proudly embrace and live by these shared values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.

• Impact: Do, get it done, create impact.

• Passion: Be positive, bring passion and energy.

• Transparency: A transparent team can help each other.

What are you waiting for?

Join the A-Team and experience the A-Life!

Join the A-Team and experience the A-Life!