Customer Complaints Specialist (VOIP / Telecommunication) | Remote

Customer Service Specialist

Founded in 2023, our Telecommunications client, was built because businesses deserve a provider that's reliable, fast, and obsessed with delivering the best tools for business communication.

They are passionate about business communications, continuity, collaboration, and productivity. That means they are also dedicated delivering better service, support, and reliability and making business phone systems and internet easier and more convenient for our clients.

They also know that future-focused businesses deserve future-ready solutions like WhatsApp integration, call recording, on-hold marketing, remote working solutions, and call reporting.

This is a great opportunity for a Customer Service Specialist to join a fast-growing telecom company. Be part of a supportive team, grow your skills, and build a long-term career as the company continues to expand.

This role is dedicated to managing customer complaints, escalations, and complex service issues within a fast-growing telecommunications company. You will take ownership of each case end-to-end investigating issues, coordinating with technical teams, recovering dissatisfied customers, and ensuring long-term solutions that prevent repeat problems.

You will be the primary point of contact when customers need the highest level of support, requiring empathy, strong communication skills, analytical thinking, and a proactive mindset. This role directly influences customer satisfaction, service quality, and overall business reputation.

Complaints Handling & Escalations

• Serve as the main contact for customer complaints, escalations, and high-priority service issues.
• Take full ownership of cases from intake to closure.
• Perform thorough root-cause analysis to identify real, underlying issues.
• Coordinate with Technical Support, Network Teams, and Business Operations to deliver permanent fixes.
• Provide timely updates to customers via phone and email, managing expectations clearly.
• Use empathy and professionalism to de-escalate emotional or sensitive situations.

Service Recovery & Customer Experience

Documentation & Reporting

Collaboration & Support