Complaints Handler

remote work; United States; Remote; USD 20,000 - 22,000; Full time

Job summary

UK-based employer is seeking a Complaints Handler for a fully remote position. You will own end-to-end handling of customer complaints, ensuring timely, fair, and well-documented resolutions from a fully remote setup.

The role requires experience handling complaints or escalations, strong written English, and proficiency with ticketing tools like Zendesk or Freshdesk. You will identify root causes and maintain audit-ready records.

Qualifications

• Experience handling complaints or escalations.
• Excellent written English and tone.
• Comfort with a ticketing tool such as Zendesk or Freshdesk.
• Fair, evidence-based judgement.
• Ability to stay calm with upset customers.
• Nice to have regulated industry exposure and reporting in Excel.

Responsibilities

• Log and acknowledge complaints within agreed timeframes.
• Investigate issues and gather facts from internal teams.
• Write clear, empathetic responses and outcomes.
• Identify root causes and report recurring themes.
• Keep complaint records accurate and audit-ready.

Skills

Complaint handling

Written English

Calm under pressure

Empathy

Fair judgement

Regulated industry exposure

Tools

Zendesk

Freshdesk

Job description

About the role

The company is hiring for a Complaints Handler for a UK-based employer. The role owns the end-to-end handling of customer complaints, ensuring timely, fair, and well-documented resolutions from a fully remote setup.

What you'll do

• Log and acknowledge complaints within agreed timeframes
• Investigate issues and gather facts from internal teams
• Write clear, empathetic responses and outcomes
• Identify root causes and report recurring themes
• Keep complaint records accurate and audit-ready

What they're looking for

• Experience handling complaints or escalations
• Excellent written English and tone
• Comfort with a ticketing tool such as Zendesk or Freshdesk
• Fair, evidence-based judgement
• Ability to stay calm with upset customers
• Nice to have regulated industry exposure and reporting in Excel

For applicants in Nigeria

• Location not specified in the listing; use confirms before applying
• Role is 100% remote and UK hours; confirm timezone expectations before interviewing
• Pay is R29 000, R32 000 per month; currency in South African Rand; confirm pay currency in interview