The Customer Advocacy Specialist is responsible for handling escalations coming from various customer channels. This role requires a high level of empathy, professionalism, and problem-solving skills to ensure customer satisfaction and uphold the organization's reputation. The complaints specialist will collaborate with various internal departments to address issues and implement solutions that enhance the overall customer experience. 

By taking full accountability for the customer journey, the Complaints Governance Specialist ensures that customers receive timely, empathetic, and accurate service.

The impact of this role is central to our ambition to deliver differentiated services during critical moments—where our brand promise is fulfilled and customer trust is either strengthened or lost. 

Position Responsibilities: