Role is to manage the Complaints Redressal team. This role is to ensure performance management of the outsourced team in driving SLA’s, prompt and effective resolution of customer complaints, enhancing overall customer satisfaction, maintaining the integrity of service standards and identifying and driving improvements related to policy, process and technology.
- Supervise Complaint Handling : Oversee the daily operations of the complaint department, ensuring all complaints are addressed as per defined metrics and in a professional manner.
- Team Management : Train, mentor, and evaluate staff on best practices for complaint resolution and customer service.
- Policy Implementation : Develop and implement complaint handling policies to standardize processes and improve customer satisfaction.
- Data Analysis : Analyse complaint data to identify trends and recommend improvements to services and processes.
- Drive Key Performance Indicators (KPIs) applicable in a complaint management process eg First response time, Overall resolution time, First contact resolution (FCR), Quality scores
- Collaboration :
Work closely with other departments (e.g., operations, customer service) to facilitate effective complaint resolution and also drive improvements.
- Reporting : Prepare regular reports on complaint metrics and present findings to senior management.
- Ability to work collaboratively in a quick-paced environment.
- Bachelor’s degree in any field
- Relevant certifications in customer service or complaint management
6 - 8 years of experience in customer service or complaints management, with min 2 years in a supervisory role in a complaints management process.
- Strong problem-solving skills with a focus on customer satisfaction.
- Strong understanding of complaint management KPI’s (eg First response time, Overall resolution time, First contact resolution (FCR), Quality scores) with focus to operational efficiency
- Data analytics and using insights to close loop feedback process
- Expertise to process design, ability to identify areas for improvement and implement effective solutions.