Complaint Resolution Officer

1 day ago

Limassol, Limassol, Cyprus CoreStar Full time €13,200 - €39,600 per year

CoreStar
is a dynamic technology company supporting partners in the fintech and iGaming industries with scalable, high-performance solutions. Our expert teams bring a startup-driven mindset, focusing on innovation, collaboration, and efficiency in every project. At CoreStar, you'll have the opportunity to grow your skills, tackle exciting challenges, and directly contribute to impactful products.

Key Responsibilities:

  • Handle escalated customer complaints
    received from front-line support agents, ensuring each case is investigated thoroughly and resolved promptly.
  • Communicate with customers
    in a clear, empathetic, and professional manner, providing transparent explanations and proposed solutions.
  • Collaborate with internal departments
    (Risk, Payments, Tech, Compliance, QA) to investigate complex cases and ensure accurate resolutions.
  • Document and track complaint cases
    in Zendesk (or other ticketing systems), ensuring all actions, communications, and decisions are properly recorded.
  • Identify root causes and recurring issues
    behind complaints and propose process or policy improvements to prevent future occurrences.
  • Ensure compliance
    with internal policies, licensing requirements, data protection regulations, and responsible gaming guidelines when handling sensitive complaints.
  • Provide feedback to Team Leads and QA
    teams on complaint trends and training needs.
  • Support regulatory and legal inquiries
    by preparing detailed reports and timelines of complaint handling where necessary.
  • Follow up with customers
    to confirm satisfaction after resolution and ensure high CSAT and trust recovery rates.

Requirements:

  • Minimum
    2+ years
    of experience in customer support, dispute resolution, or a similar complaint-handling role (iGaming experience preferred).
  • Strong understanding of
    customer support workflows
    , ticketing systems (e.g., Zendesk), and escalation procedures.
  • Excellent
    investigative and problem-solving skills
    , with the ability to analyze data and identify root causes.
  • Outstanding
    written and verbal communication
    skills with high levels of empathy and professionalism.
  • Ability to
    manage sensitive information
    with discretion and maintain compliance with company policies and regulations.
  • Strong
    collaboration and cross-department communication
    abilities.

Nice to have:

  • Previous experience in
    iGaming, fintech, or SaaS industries
    .
  • Knowledge of
    responsible gaming, AML/KYC, or payment dispute processes
    .
  • Multilingual communication skills.

Benefits:

24 working days of paid annual leave

6 days of paid sick leave

Official employment

Medical insurance

Coffee zone with fruit & snacks available in the office

Corporate Lunch provided by the company

Gym and sports classes

Healthy and friendly work atmosphere

Join us and be one of the
Core Stars

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