Klantambassadeur

Handle escalated customer complaints with potential legal implications or high reputational impact, acting independently under an ombudsman principle to investigate, document, and resolve complex dossiers. Serve as the primary liaison between the customer and the organization, proactively guiding clients through options and next steps while representing their interests internally. Mediate disputes with the Complaints Commission and support legal proceedings, provide operational and tactical advice, and offer subject-matter guidance to claim handlers. Actively represent the customer within the organization and support the crisis team during incidents with significant personal consequences. Maintain empathy and strong communication skills while separating facts from emotions to ensure clients feel heard and taken seriously.