Complaint & Online Reputation Specialist

2 weeks ago

Montreal, Quebec, Canada Nuvei Full time
**Title**: Complaint and Online Reputation Management Specialist

**Poste**: Spécialiste de la gestion des plaintes et de la réputation en ligne

**Desired Location**: Montreal, Scottsdale, Bogota

**Emplacement souhaité**: Montréal, Scottsdale, Bogota

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow. WE ARE NUVEI. Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei's modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 47 markets, 150 currencies and 586 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration. At Nuvei, we live our core values, and we thrive on solving complex problems. We're dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey

Le monde du traitement des paiements évolue rapidement et les entreprises recherchent des partenaires loyaux et stratégiques pour les aider à se développer. NOUS SOMMES NUVEI. Nuvei (NASDAQ : NVEI) (TSX : NVEI) est la société fintech canadienne qui accélère les activités de ses clients dans le monde entier. La technologie modulaire, flexible et évolutive de Nuvei permet aux entreprises de premier plan d'accepter les paiements de nouvelle génération, d'offrir toutes les options de paiement et de bénéficier de services d'émission de cartes, de services bancaires, de gestion des risques et des fraudes. En reliant les entreprises à leurs clients sur plus de 200 marchés, avec une acquisition locale sur 47 marchés, 150 devises et 586 méthodes de paiement alternatives, Nuvei fournit la technologie et les informations nécessaires aux clients et aux partenaires pour réussir localement et globalement avec une seule intégration. Chez Nuvei, nous vivons nos valeurs fondamentales et nous nous épanouissons dans la résolution de problèmes complexes. Nous nous consacrons à l'amélioration continue de nos produits et à la fourniture d'un service à la clientèle sans relâche. Nous sommes toujours à la recherche de talents exceptionnels pour nous rejoindre dans cette aventure

**Your Mission/Votre mission**

We are looking for a dedicated and detail-oriented to join our fast-growing team. Reporting to our Senior Director of Customer Experience & Continuous Improvement, you will support the team by collaborating with various business areas to effectively resolve customer complaints and implement strategies to reduce their occurrence. Your primary focus will be on fostering strong relationships with internal departments to address underlying issues, enhance processes, and safeguard the reputation of our organization.

Nous recherchons une personne dévouée et soucieuse du détail pour rejoindre notre équipe en pleine croissance. Sous la responsabilité de notre directeur principal de l'expérience client et de l'amélioration continue, vous soutiendrez l'équipe en collaborant avec divers secteurs d'activité afin de résoudre efficacement les plaintes des clients et de mettre en œuvre des stratégies visant à réduire leur fréquence. Vous vous attacherez principalement à établir des relations solides avec les services internes afin de résoudre les problèmes sous-jacents, d'améliorer les processus et de préserver la réputation de notre organisation.

**Key responsibilities include, but are not limited to / Les principales responsabilités sont, entre autres, les suivantes**:
***
1. Complaint Resolution:

- Investigate complaints thoroughly, gathering relevant information and documentation from internal departments.
- Communicate with customers promptly and professionally to address their concerns and find satisfactory resolutions.
- Document complaint resolutions accurately and maintain detailed records for future reference.

2. Reputation Management:

- Monitor online reviews, comments, and mentions across different platforms to assess the organization's online reputation.
- Respond to negative reviews and comments promptly and empathetically, demonstrating a commitment to customer satisfaction. Collaborate with marketing and communications teams to develop strategies to enhance the organization's reputation and address reputational risks.

3. Root Cause Analysis:

- Conduct root cause analysis of recurring complaints to identify underlying issues and opportunities for process improvements.
- Work closely with relevant departments within Product & Operations to address systemic issues and prevent future complaints.

4. Training and Support:

- Provide trai

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