Customer Complaint Specialist

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.

Key Responsibilities

• 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 counsel.
• 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.

Qualifications

• 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.

Core Competencies

• Legal Expertise
• Analytical Thinking
• AI & Automation Capability
• Ownership & Results Orientation
• Attention to Detail
• Communication & Negotiation
• Prioritization
• Continuous Improvement
• Learning Agility & Tech Curiosity