Role Objective

The Complaint Resolution Executive is responsible for end-to-end follow-up and closure of customer complaints by coordinating with internal teams, customers, and brand partners. The role ensures complaints are resolved within defined timelines while maintaining transparency, ownership, and a customer-first approach.

Key Responsibilities

Complaint Handling & Resolution

- - Act as the single point of contact for assigned customer complaints until final closure.
- Ensure all complaints are logged accurately in Salesforce with complete documentation (invoice, photos, videos, emails).
- Follow up proactively with internal teams (Warehouse, QC, Commercial, Brand, Logistics, Finance) to drive resolution.
- Regularly update customers on status, progress, and next steps until closure.
- Ensure adherence to VISL’s 30-day return policy and complaint handling SOP.
- Track and follow up on Credit Notes (CN), Free-of-Cost (FOC) replacements, or warranty-related actions with brands.
- Ensure replacement orders are raised and linked correctly to the complaint where applicable.

Coordination & Ownership

- - Take full ownership of assigned complaints and avoid unnecessary handoffs.
- Clearly identify and tag the responsible department in Salesforce for each complaint.
- Escalate delays or roadblocks to Team Lead / Manager in line with the escalation matrix.
- Work closely with Relationship Managers to ensure alignment and correct customer communication.

Customer Communication

- - Communicate with customers via email, phone, WhatsApp, or ticketing system in a professional and empathetic manner.
- Provide transparent explanations of actions taken, expected timelines, and outcomes.




- Handle customer concerns with patience, empathy, and professionalism, even in high-pressure situations.

Process & Compliance

- - Ensure complaints are closed only after proper resolution, not just system closure.
- Maintain accurate complaint status and notes in Salesforce at all stages.
- Follow defined SLA/TAT for acknowledgment, investigation, and closure.
- Flag repeat issues, process gaps, or policy deviations to the Team Lead.

Reporting & Continuous Improvement

- - Maintain daily tracking of open, aging, and closed complaints.
- Share updates on delayed or high-risk complaints during daily/weekly reviews.
- Support audits and internal reviews by maintaining clean and complete case records.
- Contribute suggestions for process improvement based on recurring complaint patterns.

Key Performance Indicators (KPIs)

- - Complaint Closure TAT adherence
- Percentage of complaints closed within SLA
- Number of reopened complaints
- Customer satisfaction feedback post-closure
- Accuracy of complaint documentation

Required Skills & Competencies

- - Strong follow-up and coordination skills
- Clear and professional written and verbal communication
- Ability to handle difficult customer conversations calmly
- Good understanding of B2B processes and order lifecycle
- High sense of ownership and accountability
- Ability to multitask and manage multiple complaints simultaneously
- Working knowledge of CRM systems (Salesforce preferred)

Educational Qualification & Experience

- - Graduate in any discipline (preferred)
- 1–4 years of experience in customer support, complaint handling, or service operations
- Experience in B2B environment or industrial products is an advantage

📌 Executive (India)
🏢 Vashi Integrated
📍 India