Complaints Handler

Hirezar; Deutschland; Remote; EUR 14.000 - 15.000; Vollzeit

Benefits dieser Stelle

Remote work SA

UK time hours

Long-term placement

Stable employer

Zusammenfassung

Remote Recruitment is hiring a Complaints Handler for a UK-based employer, fully remote from South Africa. You will manage the most complex customer conversations, investigate what happened, and craft clear responses to close each case.

You'll own complaints from first contact to closure, maintaining calm, fair communication and thorough documentation while meeting SLAs. This is a long-term, fully remote role with UK-aligned hours.

Qualifikationen

• Experience handling complaints, escalations or disputes.
• Strong written English — you will be drafting customer-facing responses.
• Ability to stay measured with frustrated customers.
• Experience with a case management or CRM system.
• Accurate record-keeping under service-level deadlines.

Aufgaben

• Log and acknowledge complaints within agreed service levels.
• Investigate cases by gathering records and speaking to internal teams.
• Draft clear written responses and resolution offers.
• Escalate cases that meet defined thresholds.
• Track complaint themes and report recurring causes.

Kenntnisse

Complaint handling

Escalations/disputes

Written English

CRM system

Record-keeping

Tools

Zendesk

Freshdesk

Case management system

Jobbeschreibung

Salary: R23 000 – R25 000 per month

Remote Recruitment is hiring a Complaints Handler for a UK-based employer, fully remote from South Africa. You will take the hardest customer conversations and turn them into resolved cases.

Role overview

You'll own complaints from first contact to closure for a UK business — investigating what actually happened, keeping the customer informed, and writing the response. Calm, fair and thorough matters more than fast here.

Key responsibilities

• Log and acknowledge complaints within agreed service levels
• Investigate cases by gathering records and speaking to internal teams
• Draft clear written responses and resolution offers
• Escalate cases that meet defined thresholds
• Track complaint themes and report recurring causes

What you'll need

• Experience handling complaints, escalations or disputes
• Strong written English — you will be drafting customer-facing responses
• Ability to stay measured with frustrated customers
• Experience with a case management or CRM system
• Accurate record-keeping under service-level deadlines

Nice to have

• Experience with UK complaints procedures or FCA-regulated environments
• Familiarity with Zendesk, Freshdesk or similar
• Experience producing root-cause or trend reporting

What's on offer

• 100% remote — work from anywhere in South Africa
• 09:00–17:00 UK time (11:00–19:00 SAST), Monday to Friday
• Long-term placement with a stable UK business, not short contract work
• A UK employer who invests in the people who stay

About Remote Recruitment

Remote Recruitment places South African professionals into long-term roles with UK businesses. We are not a body shop and we do not churn people through short contracts — we match carefully, we are straight with you about the role and the money, and we stay in touch after you start. Every role we advertise is fully remote and paid in rand.