استخدام Customer Complaint Specialist در دیجی کالا

عنوان آگهی: استخدام Customer Complaint Specialist در دیجی کالا شرح موقعیت: 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. شرح وظایف: - 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. شرایط و صلاحیت‌ها: - 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. شایستگی‌های اصلی: - Legal Expertise - Analytical Thinking - AI & Automation Capability - Ownership & Results Orientation - Attention to Detail - Communication & Negotiation - Prioritization - Continuous Improvement - Learning Agility & Tech Curiosity