Claims Specialist
Puno radno vreme Ugovor

As a Claims Specialist, you will be responsible for managing and resolving customer claims, ensuring fair and efficient outcomes while maintaining a high level of customer satisfaction and minimizing financial losses. Your primary focus will be to investigate claims, assess their validity, identify the root cause, and determine the most appropriate resolution.

You will work closely with Customer Service, Fulfillment, Logistics, merchants, suppliers, and other relevant stakeholders to gather information, analyze individual cases, and ensure claims are resolved in accordance with company policies and procedures. Your analytical approach, attention to detail, and ability to make sound decisions will contribute to improving the overall customer experience and reducing recurring claims.

Key responsibilities:

• Manage customer claims from initial submission through final resolution
• Collaborate with internal departments, such as Customer Service, Fulfillment Center, and Logistics, to gather relevant information and evidence for claim investigations
• Evaluate claim validity by reviewing customer feedback, order details, product information, delivery records, and other available evidence
• Investigate the root cause of claims and determine the appropriate resolution based on company policies and predefined criteria
• Communicate with customers, merchants, suppliers, logistics partners, and internal teams to collect information and resolve claims efficiently
• Negotiate and determine fair resolutions with customers, balancing customer satisfaction with the company's financial interests
• Ensure that all claims are processed accurately, consistently, and within defined timelines
• Maintain accurate records of claims, decisions, and resolutions
• Monitor recurring claim types and identify trends, potential operational issues, and opportunities for improvement
• Provide insights and recommendations aimed at reducing claim volume and improving internal processes

Essential skills:

• Excellent communication skills, both written and verbal, with the ability to communicate complex issues clearly to diverse stakeholders
• Customer-focused mindset with the ability to handle complaints and conflicts in a professional, calm, and empathetic manner
• Strong analytical and problem-solving skills, with the ability to analyze information, identify patterns, and make sound decisions
• Strong attention to detail and ability to work with a high volume of individual cases
• Ability to prioritize tasks, manage multiple claims simultaneously, and work effectively within deadlines
• MS Office (Word, Excel, PowerPoint) – advanced level
• Ability to work independently while collaborating effectively with different teams

Nice to have:

• Minimum 2 years of proven experience in claims management, dispute resolution, customer service, or a similar role, preferably in the e-commerce industry
• Familiarity with e-commerce platforms, order management systems, and logistics processes
• Experience working with merchants, suppliers, logistics providers, or fulfillment operations
• Experience in analyzing claims data and identifying recurring issues
• English language (B1 level)

We offer:

• The opportunity to work on a complex, scalable in-house product from scratch
• A fast-paced, corporate start-up environment

At Ananas, we believe that every great endeavor starts from the letter A. Therefore, Apply and join us on this exciting journey!

Thank you for your interest in joining Ananas. We will carefully review all applications, and only shortlisted candidates will be contacted.

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