استخدام customer complaint specialist

توضیحات آگهی

At Digikala we re looking for a Legal Customer Complaint Specialist to manage the legal and operational handling of customers formal complaints submitted through regulatory and quasi judicial authorities including E Namad consumer protection organizations and trade unions
In this role you ll play a key part in protecting Digikala s legal interests by managing complaint cases end to end preparing well founded legal responses minimizing legal risks and contributing to the continuous improvement of complaint resolution processes
Key Responsibilities
Manage and follow up on customers formal complaint cases from initiation through final resolution ensuring timely and legally sound responses
Review analyze and prepare legal responses and supporting documentation for regulatory and quasi judicial authorities
Represent Digikala in hearings commissions and dispute resolution sessions where legal representation by an attorney is not required
Gather review and analyze evidence and documentation while collaborating with cross functional teams and the company s legal counsels
Identify high risk complaint cases and escalate them to the appropriate legal teams when necessary
Ensure compliance with legal deadlines internal SLAs and complaint handling procedures
Utilize AI tools to summarize case files extract key information categorize complaints and prepare initial drafts of legal responses
Identify repetitive manual tasks and leverage AI and automation tools to improve workflows and operational efficiency
Track analyze and report complaint related operational data using Excel or Google Sheets
Qualifications
Bachelor s degree in Law is required
Hands on experience using AI tools such as ChatGPT Copilot Gemini or similar tools in day to day work is required
Good understanding of Consumer Protection Law E commerce Law and complaint resolution procedures
Strong legal writing analytical thinking and documentation skills
Ability to manage multiple cases simultaneously while meeting legal deadlines
Proficiency in Microsoft Excel or Google Sheets
Previous experience in legal operations complaint handling or dispute resolution is a plus
Core Competencies
Legal Expertise
Analytical Thinking
AI Automation Capability
Ownership Results Orientation
Attention to Detail
Communication Negotiation
Prioritization
Continuous Improvement
Learning Agility Tech Curiosity
شرکت دیجی کالا Digikala
دسته بندی کارشناس حقوقی وکالت
نحوه همکاری تمام وقت
نوع همکاری حضوری
مدرک تحصیلی کارشناسی
سابقه کار سه تا شش سال
حقوق توافقی
جنسیت مهم نیست
مهارت ها امور حقوقی قوانین حقوقی Microsoft Excel
شهر تهران تهران