ABOUT THE ROLE:

This role plays a key part in ensuring customer satisfaction by handling and resolving complaints efficiently, empathetically, and professionally. You’ll investigate concerns, liaise with relevant departments, and follow through with timely, fair resolutions that reflect the company’s values.

KEY RESPONSIBILITIES:

• Receive and acknowledge customer complaints from various channels (phone, email, letters, social media)
• Conduct thorough investigations, gathering information from internal teams and third parties
• Communicate empathetically and clearly with customers during the resolution process
• Maintain detailed records of all complaints and outcomes
• Highlight patterns and suggest improvements to reduce future complaints