Complaints Manager

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June 23

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McDonald's

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B2C • eCommerce • Retail

McDonald's is a global fast-food restaurant chain known for its hamburgers, fries, and breakfast items. It provides quick service dining in numerous countries and has established itself as a leader in the quick-service restaurant industry, focusing on convenient and affordable meals for customers. McDonald's is committed to improving customer experience and expanding its menu options to include healthier choices.

10,000+ employees

👥 B2C

🛍️ eCommerce

🛒 Retail

📋 Description

• Handle incoming customer complaints via phone, email, social media, and internal systems • Log, track, and manage complaint cases through to resolution • Liaise with store managers and franchisees to investigate complaints • Respond to escalated or sensitive cases in a timely, professional manner • Ensure all complaints are addressed in line with company policies and regulatory guidelines • Identify trends and root causes; work with leadership to suggest process improvements • Maintain records of complaints and generate regular reports on key metrics • Ensure a high level of empathy, patience, and customer focus in all interactions • Provide training and support to store teams on complaint handling standards

🎯 Requirements

• Proven experience in a customer service, complaints, or resolution-based role • Excellent written and verbal communication skills • Strong problem-solving and conflict-resolution abilities • Ability to stay calm under pressure and handle difficult conversations professionally • Knowledge of the Domino’s brand, standards, and store operations (preferred) • Strong attention to detail and organization • Familiarity with CRM and ticketing systems (e.g., Zendesk, Salesforce, Freshdesk) • Ability to work independently and remotely, managing your own schedule effectively

🏖️ Benefits

• Flexible remote working arrangements • Competitive salary • Supportive and collaborative team culture