Customer Service & Complaint Officer

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

1. 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.
2. Resolution Process:
   • Create Complaint Resolution Plan for each issue.
   • Monitor progress and escalate delays when necessary.
   • Provide customers with timely updates on resolution progress.
3. Verification & Documentation:
   • Ensure case closure with completed Customer Resolution Note.
   • Document all complaints and resolution steps in tracking system.
4. 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.

Skills Required:

• Customer / Service / Secretarial
• Sales / Marketing / Business / Management