Dispute Specialist
Vilnius
Customer Experience – Customer Support /
Full-time /
Hybrid
WHO WE ARE
Ovoko is one of the fastest-growing e-commerce startups in Europe. We represent 6000+ scrapyard owners, car parts sellers and auto dismantlers, offering them an efficient and convenient way to serve an international audience. In our mission to make the internet a better place for the automotive aftermarket, we actively search for new ways to elevate the online experience for our partners and customers alike. This attitude drives a growing demand for talented and ambitious professionals who would help us tackle every new challenge with confidence.
ABOUT THE ROLE
We're looking for a passionate and experienced Dispute Specialist to join our Customer Support Escalations team. You will play a pivotal role in resolving customer disputes efficiently and effectively, ensuring a positive customer experience and minimizing negative impacts. Your role will involve analyzing complex issues, implementing effective solutions, and collaborating with other teams to ensure efficient dispute resolution and drive process improvements. Success in this role will be measured by reduced resolution time, proactive dispute resolution, and improved dispute resolution efficiency.
IN THIS ROLE, YOU WILL
- Analyze complex disputes, including those related to consumer rights, identify root causes, and implement effective solutions;
- Collaborate closely with CS, CSM, Claims, and Logistics teams to ensure smooth operations and efficient dispute resolution;
- Develop a deep understanding of relevant processes and workflows;
- Updating the system with relevant information and steps taken while resolving disputes;
- Monitor the status of open disputes and proactively follow up;
- Take ownership of cases and drive them to resolution;
- Identify trends, patterns, and root causes of disputes to inform process improvements;
- Contribute to the development and implementation of new processes to improve dispute resolution efficiency;
- Foster positive customer and supplier relationships through effective communication and problem-solving.
WHAT WE’RE LOOKING FOR
- 6 months+ work experience in customer support (preferably);
- Experience in dispute resolution;
- Understanding of dispute resolution procedures and best practices;
- Strong understanding of customer service best practices and principles;
- General understanding of consumer protection laws and regulations is a plus;
- Excellent analytical abilities to assess complex situations and make data-driven decisions;
- Proactive nature and customer obsession;
- Excellent verbal and written communication skills in English and Lithuanian;
- Ability to identify root causes of issues and develop effective solutions;
- Open mind and ability to quickly adapt;
- Startup (all-hands-on-deck) approach.
SALARY
The offered salary range for this position 1900-2500€ (gross) per month. Please keep in mind that we are also open to discuss your salary expectations based on your competencies and experience.
PERKS AND BENEFITS
• Learning budget for your personal and professional growth;
• Private health insurance;
• Employee stock option plan;
• Close collaboration with ambitious colleagues & a real opportunity to shape the “big picture”;
• Flexible working hours & remote work opportunities;
• Pet-friendly office with collaborative spaces, chill zones, our own gym & a kitchen full of snacks and drinks;
• Ovoko covers the cost of a monthly public trasnport ticket for all our employees.
