.jpg){kind=logo}
Position Title: Customer Service & Complaint Officer
Employer: Minaye PLC
Employment: Full-Time | Permanent
Place of Work: Head Office, Torhayloch, Addis Ababa - Ethiopia
Posted date: 5 months ago
Deadline: Submission date is over
Position Summary
To receive, register, analyze, and resolve customer complaints in a timely and professional manner, ensuring customer satisfaction and contributing to continuous improvement in service quality and internal coordination.
Department: Marketing and Sales Department
Reports To: Customer Service and Assembly Section Head
Objectives
- Ensure efficient registration and categorization of all customer complaints.
- Achieve timely resolution of 90%+ complaints within defined service level agreements.
- Improve customer satisfaction through professional communication and timely updates.
- Identify root causes and implement preventive actions for recurring complaints.
- Generate actionable complaint analysis reports to support management decisions.
- Contribute to service process enhancements and reduction of repeat complaints.
Key Responsibilities
- Receive and register customer complaints via phone, email, or in-person using Customer Complaint Registration Form.
- Analyze complaints to identify root causes and coordinate resolutions with relevant departments.
- Maintain detailed and updated complaint database with complete documentation.
- Prepare and submit daily, weekly, monthly, quarterly, and semi-annual complaint analysis reports.
- Follow up with customers regularly and confirm satisfaction after resolution.
- Recommend service improvements based on complaint trends and analysis.
- Handle all customer communications according to company protocols.
- Support urgent tasks and special assignments from the Section Head.
Daily Tasks
- Complaint Management:
- Review new complaints and identify urgent/high-priority issues.
- Contact customers to clarify issues and manage expectations.
- Coordinate internally to investigate and validate complaints.
- Resolution Process:
- Create Complaint Resolution Plan for each issue.
- Monitor progress and escalate delays when necessary.
- Provide customers with timely updates on resolution progress.
- Verification & Documentation:
- Ensure case closure with completed Customer Resolution Note.
- Document all complaints and resolution steps in tracking system.
- Reporting & Handover:
- Submit end-of-day unresolved complaint summaries.
- Communicate with internal teams to reassign or escalate cases.
Qualifications:
- Bachelor's Degree in Customer Service, Business Administration, or related field.
- Minimum 6 months of experience in complaint handling or service operations.
Skills & Competencies:
- Strong verbal and written communication skills.
- Critical thinking and root cause analysis ability.
- Proficiency in Microsoft Office (Excel, Word) and complaint tracking systems.
- Ability to handle pressure, prioritize tasks, and multitask efficiently.
- Excellent customer service and interpersonal skills.
- Strong problem-solving and analytical abilities.
