Roles and Responsibilities :
- Manage complaints escalation process to ensure timely resolution and customer satisfaction.
- Analyze data to identify trends, root causes, and areas for improvement in complaint management.
- Develop and implement effective strategies to reduce complaint volume through proactive measures such as quality control checks and training programs.
- Collaborate with cross-functional teams to resolve complex issues related to product design, manufacturing defects, or service disruptions.
Job Requirements :
- 8-10 years of experience in Complaint Management or a related field (e.g., Customer Service).
- Solid analytical skills with ability to interpret data insights into actionable recommendations.
- Excellent Escalation Management skills with experience handling high-pressure situations effectively.
- Proven track record of improving processes through continuous improvement initiatives.