Payments Complaints Specialist – Hybrid Role

Vinted; Colac; Hybride; AUD 35 000 - 47 000; Plein temps

Avantages offerts par ce poste

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Holiday 25 days

IT workstation

Home office budget €540

Private health insurance

Employee Assistance Program (EAP)

Pension plan

Team-building events

Personal shopping budget

Dog-friendly office

Vilnius gym/meals

Kaunas lunch allowance

Résumé du poste

Vinted is seeking a Complaint Management Specialist for Vinted Pay to investigate and resolve escalated payment complaints while ensuring regulatory compliance. You will work within the Vinted Pay CS unit, part of Customer Operations, handling complex cases and turning challenging situations into positive user outcomes.

You’ll collaborate with Product, Policy, Legal, and PR teams, acting as the voice of our members and translating pain points into actionable insights.

Qualifications

• Experience in customer service or complaint handling.
• Ability to assess complex issues and identify root causes.
• Excellent written communication and clear explanations in challenging situations.
• Customer-centric mindset with empathy and focus on positive outcomes.
• High emotional intelligence and resilience when handling sensitive scenarios.
• Strong planning and prioritization abilities.
• Fluent in English (written and spoken).

Responsabilités

• Serve as the primary contact for high-priority, complex member complaint cases requiring special handling.
• Create and document tailored solutions for member complaint cases, balancing policies, regulations and customer satisfaction.
• Resolve complex member issues by collaborating with multiple internal/external stakeholders.
• Translate complex pain points into actionable insights for Product and Policy teams.
• Liaise between internal and external stakeholders, including senior management, legal, and PR teams.

Connaissances

Customer service

Complaint handling

Root-cause analysis

Written communication

Verbal communication

Customer-centric mindset

Emotional intelligence

Task prioritization

Fluent English

Description du poste

Vinted is seeking a Complaint Management Specialist for Vinted Pay to investigate and resolve escalated payment complaints while ensuring regulatory compliance. You will work within the Vinted Pay CS unit, part of Customer Operations, handling complex cases and turning challenging situations into positive user outcomes.

You’ll collaborate with Product, Policy, Legal, and PR teams, acting as the voice of our members and translating pain points into actionable insights.