JD – Warehouse Associate - Customer complaint handling
Responsibilities of a Customer Complaint Handling Person
1. Complaint Management:
Oversee the end-to-end process of receiving, logging, investigating, & resolving customer complaints.
Ensure timely acknowledgment and resolution of complaints in accordance with company policies & service level agreements (SLAs).
2. Root Cause Analysis:
Analyse complaints to identify root causes & recurring issues.
Collaborate with relevant departments (operations, quality, production) to implement corrective & preventive actions.
3. Customer Communication:
Serve as the primary point of contact for escalated complaints.
Communicate resolutions clearly & professionally, ensuring customer satisfaction.
Provide regular updates to customers during the resolution process.
4. Team Coordination:
Coordinate with cross-functional teams (sales, operations, quality, and logistics) to expedite complaint resolution.
5. Reporting and Documentation:
Maintain detailed records of all complaints, resolutions, & follow-up actions.
Prepare & present regular reports on complaint trends, resolution times, & customer satisfaction metrics.
6. Process Improvement:
Analyse trends from complaints to recommend improvements in products, processes, & policies.
Suggest, Develop & implement strategies to reduce complaint occurrences.
7. Customer Satisfaction:
Monitor customer satisfaction levels & ensure that the complaint handling process aligns with customer expectations.
Conduct post-resolution feedback surveys to evaluate service quality.
8. Compliance & Standards:
Ensure complaint handling processes comply with internal quality standards.
Prepare for audits and provide necessary documentation related to complaints.
10. Crisis Management:
Manage high-priority or sensitive complaints effectively, ensuring minimal impact on customer relationships and brand reputation.
Minimum education: Diploma in Mechanical /graduate degree in customer service, supply chain, or a related field.
Experience: At least 2–5 years in warehouse/receiving supervision.
Skills: RCA, Data Analysis & basic IT skills (e.g., Excel, ERP software). effective communication