Job Title: Customer Complaint Handling

Company Name: Sansera Engineering

Sansera Engineering is seeking a dedicated professional for the role of Customer Complaint Handling. The primary responsibility will be to address and resolve customer complaints promptly and effectively. This role will involve direct interaction with customers to understand their concerns, investigate the issues, and communicate solutions efficiently.

The successful candidate will work closely with various internal teams, including production, quality assurance, and customer service, to ensure customer satisfaction and maintain the company's reputation for quality.

Key Responsibilities

- Receive, document, and respond to customer complaints in a timely manner.
- Investigate the root cause of complaints and work collaboratively with relevant departments to resolve issues.
- Communicate clearly and effectively with customers about their complaints and the steps being taken to resolve them.
- Maintain accurate records of complaints, resolutions, and follow-up actions.
- Analyze complaint trends and provide feedback to improve products and services.
- Provide exceptional customer service and maintain a positive relationship with clients.

Skills and Qualifications

- Robust communication skills, both verbal and written.
- Excellent problem-solving abilities and attention to detail.
- Ability to work under pressure and manage multiple complaints simultaneously.
- Proficiency in customer relationship management (CRM) software.
- Experience in handling customer complaints in a manufacturing or engineering environment is a plus.
- Strong interpersonal skills and the ability to work well within a team.

Tools Required

- Customer Relationship Management (CRM) software (e.g., Salesforce, Zoho CRM).
- Microsoft Office Suite (Word, Excel, PowerPoint).
- Complaint tracking and reporting tools.
- Communication tools (e.g., email,



phone systems).
- Data analysis tools to track complaint trends and resolutions.

This role offers an opportunity to contribute to the improvement of customer satisfaction and enhance the quality of services provided by Sansera Engineering. If you are passionate about ensuring a positive customer experience, we encourage you to apply.

About the Role

In this role, you will focus on effectively managing customer complaints and ensuring their resolution. You will serve as the primary point of contact for customers experiencing issues with products or services. The position requires strong communication skills and a customer-centric approach to problem-solving.

About the Team

You will be part of a dedicated customer service team at Sansera Engineering that values collaboration and continuous improvement. The team is committed to providing exceptional service and support to customers. You will work closely with various departments such as production, quality assurance, and logistics to resolve complaints efficiently.

You are Responsible for

Handling customer complaints through multiple channels, including phone, email, and in-person interactions. Documenting all complaints and resolutions in the customer relationship management system. Collaborating with internal teams to gather information needed for resolving issues and providing timely updates to customers. Following up with customers to ensure satisfaction and prevent future complaints.

To succeed in this role – you should have the following:

Strong interpersonal and communication skills to effectively interact with customers. Ability to analyze problems critically and develop effective solutions. Experience in customer service, particularly in complaint handling, is highly desirable. Familiarity with the engineering or manufacturing industry will be an advantage. A proactive approach to overcoming challenges and driving customer satisfaction.

📌 customer complaint Handling (Gurugram)
🏢 Sansera Engineering
📍 Gurugram