Job Description

Roles & Responsibilities

Receive and meticulously document customer complaints via phone, email, or other channels, ensuring all details are accurately captured.
Investigate complaints by gathering information, reviewing records, and interviewing relevant parties to determine the root cause of the issue.
Analyze complaint data to identify trends, patterns, and recurring problems, providing insights for process improvement.
Develop and implement effective solutions to resolve complaints, aiming for swift and satisfactory outcomes for the customer.
Communicate professionally and empathetically with customers, keeping them informed of the complaint's progress and resolution.

Desired Candidate Profile

Core Responsibilities Managing Complaints Monitor customer complaints and inquiries on social media platforms like Facebook, Twitter, Instagram, and LinkedIn. Respond to complaints in a professional and timely manner, ensuring customer concerns are addressed effectively. Escalate unresolved issues to relevant teams and follow up to ensure resolution. Identify recurring issues and suggest process improvements to prevent them in the future. Social Media Engagement Actively engage with customers on social media, representing the brand’s voice and values. Flag and address inappropriate or harmful content as necessary. Provide clear, concise, and accurate responses tailored to each platform and audience. Protecting the Brand Monitor brand mentions to protect the company’s reputation. Address negative feedback or misinformation in a proactive and professional manner, escalating issues when needed. Collaboration Work closely with Marketing, Customer Service, and other teams to resolve issues effectively. Share customer feedback to help improve processes, service quality, and social media strategies. Reporting and Analysis Track and analyse social media metrics, identifying trends and insights. Provide regular reports and recommendations to enhance service delivery and customer satisfaction. Maintaining Standards Follow all content moderation guidelines and company policies. Ensure consistent and professional communication across all interactions. Self-Management Responsibilities Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are achieved during the course of the year Identifies the training and development requirements for self and agrees on them with the reporting manager to ensure that the required trainings are arranged and attended Strives to achieve the highest levels of proficiency on all the competencies and skills required to perform the role. Keeps abreast of professional developments, new techniques and current issues through continued education and professional growth.

Complaint Handlers SUNDUS MANAGEMENT CONSULTANCY & STUDIES BUREAUL.L.C