Ombudsman Specialist (Procon)
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Job Location:
Monthly Salary:
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
Lets start with the role
The Ombudsman Specialist will be responsible for managing and responding to complaints filed with consumer protection bodies (Procon Ombudsman and ) ensuring compliance with legal deadlines the quality of responses and the effective resolution of cases. Will act in an analytical and strategic manner identifying root causes of complaints and driving continuous improvement actions to reduce recurrence and enhance the customer experience.
As an Ombudsman Specialist you will:
- Handle analyze and respond to requests and complaints registered with Procon and other regulatory channels ensuring compliance with legal deadlines and requirements;
- Interface with internal areas (customer service legal operations finance product among others) to gather information and resolve cases;
- Ensure the quality clarity and consistency of responses submitted to consumer protection authorities;
- Analyze complaint data and history to identify root causes and recurring patterns;
- Propose and monitor corrective and preventive action plans aimed at reducing the volume of complaints;
- Drive continuous improvement initiatives related to processes policies customer journeys and the development of performance indicators;
- Prepare management reports with performance indicators (case volume SLA recurrence main drivers);
- Support audits inspections and regulatory demands related to Procon;
- Contribute to fostering a culture focused on customer centricity and regulatory compliance.
What you will bring:
- Bachelors degree;
- Experience in Ombudsman Quality Compliance or Customer Experience (CX) roles;
- Experience working with Procon and critical channels (Ouvidoria );
- Knowledge of performance indicators and reporting tools (e.g. Google Workspace Power BI etc.);
- Ability to listen attentively and truly understand the complainants concerns and emotions without interruptions or judgment;
- Ability to convey complex information in a clear and concise manner both verbally and in writing (reports emails assessments);
- Negotiation skills and ability to coordinate effectively across multiple teams;
- Intermediate to Advanced English proficiency.
#LI-Hybrid
#LI-CR1
Required Experience:
IC
Key Skills
- Sales Experience
- Crane
- Customer Service
- Communication skills
- Heavy Equipment Operation
- Microsoft Word
- Case Management
- OSHA
- Team Management
- Catheterization
- Microsoft Outlook Calendar
- EHS
About Company
Welcome to Kaizen Gaming, the leading GameTech company in Greece and one of the fastest-growing in Europe. Check out our History, Brands, and Open Positions.
