Customer Complaints Specialist (US Timezone: 9AM to 6PM EST)

2+ years in a similar customer support role with a focus on handling escalated complaints. Proven track record of de-escalating angry or frustrated customers. Proficiency with Zendesk and modern telephony systems. Preference for candidates with experience in the US e-commerce market. Outstanding command of the English language, both written and spoken. Exceptional Verbal and Written Communication in English Emotional Intelligence and Empathy Critical Thinking and Problem-Solving Mindset

De-escalate and resolve high-priority customer complaints, disputes, and sensitive issues. Think critically and proactively to solve complex problems, taking ownership from start to finish. Coordinate with internal stakeholders to gather information and ensure timely resolutions. Document all customer interactions and resolutions in Zendesk. Provide actionable feedback to the support team and leadership to improve processes.