Job Description: Support Specialist (Complaints) – English (Remote: India)
About Revolut:
Founded in 2015, Revolut is redefining the financial services landscape by offering innovative solutions for spending, saving, investing, and more. With over 50 million customers globally and a dynamic product ecosystem, Revolut is committed to enhancing financial visibility, control, and freedom for everyone. Recognized as a Great Place to Work™, we are driven by a unique culture that values excellence, innovation, and customer obsession.
The Role: Support Specialist (Complaints)
As a Support Specialist (Complaints), you will play a crucial role in maintaining customer trust and satisfaction by handling formal complaints in a professional, timely, and effective manner. This role goes beyond simply resolving customer issues; it involves improving internal processes, collaborating with various teams, and ensuring compliance with regulatory standards.
You will work closely with customers and internal stakeholders to turn complaints into opportunities for growth and improvement. If you thrive in a fast-paced, customer-focused environment and are passionate about delivering WOW experiences, this role is for you.
Key Responsibilities as Support Specialist (Complaints)
- Managing Complaints: Handle formal customer complaints through in-app chat, email, and other communication channels, ensuring all regulatory deadlines are met.
- Investigation and Resolution: Analyze complaints, investigate root causes, and implement solutions that address customer concerns effectively.
- Process Improvement: Identify areas for improvement within the complaints handling process and work with internal teams to implement best practices.
- Customer-Centric Approach: Prioritize customer fairness and satisfaction in every decision, maintaining a professional and empathetic tone throughout.
- Collaboration: Work cross-functionally with product, quality assurance, and compliance teams to streamline complaint resolution.
- Regulatory Compliance: Stay updated with industry regulations and ensure all complaint handling processes adhere to legal and compliance standards.
- Data Management: Maintain accurate records of all complaints and resolutions in a central database for easy access and reporting.
What You’ll Need: Support Specialist (Complaints)
- Experience: Minimum of 1 year in customer support, preferably in handling complaints or escalations.
- Language Skills: Fluency in English (C1 level or higher) with excellent written and verbal communication skills.
- Problem-Solving: Strong analytical skills and the ability to think strategically and creatively to resolve complex issues.
- Attention to Detail: Meticulous attention to detail in documentation and communication.
- Empathy and Patience: A customer-first attitude with the ability to handle difficult situations calmly and professionally.
- Adaptability: Comfortable working in a fast-paced, ever-changing environment.
- Tech Savvy: Proficient with digital tools and platforms used in customer support and complaints management.
Nice to Have:
- Fluency in additional languages.
- Experience in a fintech or financial services company.
Expected Interview Questions and Sample Answers for Support Specialist (Complaints)
1. Why do you want to work at Revolut as a Support Specialist (Complaints)?
Sample Answer:
“I am excited about the opportunity to join Revolut because of its innovative approach to financial services and its strong customer-centric culture. The emphasis on delivering WOW experiences aligns perfectly with my passion for problem-solving and customer support. I believe my experience in handling complex customer complaints and my analytical skills can contribute to enhancing Revolut’s customer experience further.”
2. Describe a time when you handled a difficult customer complaint. What was the outcome?
Sample Answer:
“In a previous role, I dealt with a customer who was frustrated due to a billing error. I listened carefully to understand the issue, apologized for the inconvenience, and conducted a thorough investigation. After identifying the root cause, I offered a refund and explained the corrective measures taken to prevent future occurrences. The customer appreciated the proactive communication and resolution, and their feedback helped improve our billing process.”
3. How do you stay organized when handling multiple complaints simultaneously?
Sample Answer:
“I prioritize tasks based on urgency and regulatory deadlines. I use tools like task managers and spreadsheets to track each complaint’s status and next steps. Clear documentation and setting reminders help ensure no deadlines are missed. Additionally, I regularly review my workload to reallocate resources as needed.”
4. What strategies do you use to de-escalate a tense customer situation?
Sample Answer:
“I focus on active listening and empathy to make the customer feel heard. I maintain a calm and respectful tone, acknowledge their frustration, and reassure them that their issue is being taken seriously. Providing clear, step-by-step updates on the resolution process helps build trust and reduces anxiety.”
5. How do you ensure compliance with regulatory standards in complaint handling?
Sample Answer:
“I stay informed about relevant regulations through regular training and updates from our compliance team. I also refer to internal guidelines and escalate complex cases to ensure proper handling. Accurate documentation and timely responses are key to maintaining compliance.”
6. Tell us about a process improvement you implemented in a previous role.
Sample Answer:
“In my previous role, I noticed that response times for complaints were delayed due to a lack of categorization. I introduced a tagging system to prioritize complaints based on severity and complexity. This change reduced response times by 20% and improved customer satisfaction.”
7. How would you handle a situation where a customer’s complaint is not justified?
Sample Answer:
“I would listen to the customer’s concerns and provide a clear explanation of the policies and reasons why their request cannot be fulfilled. It’s important to remain empathetic and offer alternative solutions where possible, ensuring the customer feels valued even if their complaint cannot be resolved in their favor.”
8. What would you do if you discovered a systemic issue affecting multiple customers?
Sample Answer:
“I would immediately escalate the issue to the relevant teams, providing a detailed report with examples and impact analysis. I would also proactively reach out to affected customers with updates and expected resolution timelines, ensuring transparency and trust.”
9. How do you maintain a positive attitude when dealing with complaints all day?
Sample Answer:
“I remind myself that each complaint is an opportunity to improve the customer experience and make a positive impact. Taking short breaks, practicing mindfulness, and focusing on the success stories help me stay motivated and energized.”
10. Why should we hire you for this role?
Sample Answer:
“I bring a combination of strong customer support experience, analytical problem-solving skills, and a passion for continuous improvement. My ability to handle complex complaints with empathy and efficiency aligns with Revolut’s mission to deliver WOW experiences. I am confident that my proactive approach and commitment to excellence will contribute positively to your complaints team.”
Conclusion
The role of a Support Specialist (Complaints) at Revolut is a critical one, requiring a blend of customer service skills, analytical thinking, and a deep commitment to customer satisfaction. With a dynamic work environment and opportunities for growth, this position is ideal for individuals looking to make a meaningful impact in the fintech industry.
