Key Responsibilities

• Receive and manage customer complaints through various channels (phone, email).
• Investigate and resolve complaints, ensuring a thorough understanding of the issue.
• Communicate with customers to provide updates on the status of their complaints.
• Document all interactions and resolutions in the customer management system.
• Collaborate with other departments to address underlying issues and improve service quality.
• Analyze complaint trends and provide reports to management for continuous improvement.
• Train team members on best practices for complaint handling.
• Maintain a positive and professional demeanor while dealing with customers.

Qualifications

• High school diploma or equivalent; a degree in Business or a related field is preferred.
• Proven experience in a customer service role, particularly in complaints handling.
• Strong problem-solving and conflict resolution skills.
• Excellent verbal and written communication abilities.
• Proficiency in customer management software and Microsoft Office Suite.