We are looking for a responsible and customer-focused Customer Complaint Handler to manage customer complaints from the initial call until final resolution. The candidate will coordinate with the service, dispatch, warehouse, and internal teams to ensure timely resolution and keep customers updated throughout the process.
Key Responsibilities
- Handle and manage all customer complaints received through calls, WhatsApp.
- Speak with customers regularly to understand their complaints and provide proper updates.
- Record and maintain complete details of every customer complaint and its current status.
- Coordinate with the Service/Technical Team to identify and resolve customer issues.
- Coordinate with the Dispatch and Warehouse Teams for spare parts and complaint-related materials.
- Arrange and coordinate packing and dispatch of spare parts required for customer complaints.
- Follow up with the dispatch team to ensure parts are dispatched within the committed timeline.
- Update customers through calls regarding complaint status, parts dispatch, technician visits, and expected resolution time.
- Ensure that no customer complaint remains unattended or pending without proper follow-up.
- Maintain a daily/weekly complaint report showing new complaints, pending complaints, resolved complaints,
and dispatch status.
- Escalate delayed or critical complaints to the concerned Seniors
- Coordinate with customers and technicians for service visits and troubleshooting.
- Take regular confirmation from customers after resolution to ensure their complaint has been properly closed.
- Maintain proper records of spare parts sent against each complaint.
- Coordinate with the sales team whenever customer complaints require their involvement.
- Ensure skilled and polite communication with all customers.
- Take complete ownership of complaints until they are successfully resolved.
Required Skills
- Good communication and customer-handling skills.
- Good follow-up and coordination abilities.
- Basic knowledge of MS Excel and complaint tracking.
- Ability to coordinate with multiple departments.
- Good problem-solving and time-management skills.
- Ability to handle customers patiently and professionally.
- Experience in customer support, complaint handling, service coordination, or dispatch coordination will be preferred.
Shift Timing:-10:30am to 7:00pm
Weekly Off- Sunday
Salary- 15k to 18k
Pay: ₹15,000.00 - ₹18,000.00 per month
Benefits:
- Cell phone reimbursement
- Paid sick time
- Provident Fund