Receive complaints from customers through various channels such as phone calls, emails, and online platforms. Document all relevant details of the complaint accurately and thoroughly.
Investigate Complaints: Conduct comprehensive investigations into reported complaints, gathering evidence and interviewing relevant parties to understand the nature and cause of the issue.
Analytical Review: Analyze complaint trends and patterns to identify root causes and potential areas for improvement in products, services, or processes.
Resolution Management: Develop and implement strategies to address and resolve customer complaints in a timely and satisfactory manner. Work collaboratively with internal teams to find appropriate solutions and prevent recurrence of similar issues.
Communication: Communicate with customers throughout the complaint resolution process, providing updates and ensuring transparency. Address customer concerns with empathy and professionalism.
Compliance and Documentation: Ensure compliance with relevant regulations and company policies throughout the complaints handling process. Maintain accurate records of complaints, investigations and resolutions.
Reporting: Prepare regular reports on complaint trends, investigation outcomes, and resolution effectiveness. Present findings to management and recommend corrective actions as needed.
Training and Support: Provide training and support to staff members involved in the complaints handling process, ensuring that they understand procedures and best practices for complaint resolution
Candidate profile
Bachelor's degree in economics or engineering with background in ethics or compliance.
Proven experience in complaint handling, customer service, or investigative roles.
Knowledge of relevant laws, regulations, and industry standards related to complaint handling and consumer protection.
Proficiency in English Languege.
Problem solving skills.
Strong interpersonal skills (honesty, discretion, diplomacy, confidentiality and prudence).
Familiar with Microsoft Office.
Ability to prioritize and manage a large varied worklaod efficiently.
Strong analytical skills and attention to details, insight in analyzing complex data.
Enthusiastic with desire to learn and be part of a team.
