Second-Instance Complaints Analyst

Description

Position Summary: Manage and resolve second-instance complaints, ensuring regulatory compliance and customer satisfaction. Key Highlights: 1. Critical analysis and management of second-instance complaints. 2. Preparation of reports and proposals for process improvement. 3. Coordination with various departments to resolve cases. **Position Objective** Manage and resolve second-instance complaints, ensuring compliance with current regulations, OSIPTEL’s regulatory criteria, and internal procedures, thereby guaranteeing timely, well-substantiated, and customer-satisfaction-oriented responses. **Main Responsibilities** * Analyze complaints escalated to second instance (appeals and grievances), evaluating background information, evidence, and applicable regulations. * Prepare official statements and rebuttals for submission to OSIPTEL. * Determine the validity of complaints (fully justified, partially justified, or unfounded). * Identify and manage cases of administrative silence and prepare corresponding communications. * Verify adherence to legal deadlines and internal procedures. * Review contracts, call recordings, receipts, and other supporting documentation. * Register and track cases until closure, ensuring implementation of approved solutions. * Coordinate with Customer Service, Commercial, Legal, and other involved departments. * Prepare reports and propose improvements to prevent recurring complaints and optimize processes. **Requirements** * Bachelor’s degree or higher in Law, Business Administration, Industrial Engineering, or related fields. * Minimum of **2 years** of experience in complaint management and analysis, preferably in the telecommunications or regulated services sector. * Knowledge of **OSIPTEL** regulations and complaint-handling procedures. * Intermediate-level proficiency in Microsoft Office. **Competencies** * Critical analysis and ability to interpret regulations. * Technical writing and report preparation. * Customer orientation and results-driven mindset. * Organizational skills and attention to detail. * Effective communication and teamwork. * Ability to manage deadlines and handle multiple cases simultaneously. Work Schedule Monday to Friday, 8:30 a.m. – 6:00 p.m. Salary: S/.2,000\.00 \- S/.2,200\.00 per month Work Location: Hybrid, Miraflores, Lima