Customer Service Auditor

Job Summary

We are looking for a Customer Service Auditor to join our team and ensure operational excellence across our after-sales service. The role focuses on auditing customer service processes, complaint handling, and overall service quality to identify gaps, root causes, and improvement opportunities. This position is key to strengthening customer satisfaction and supporting continuous improvement.

Reports To: General Manager

Key Responsibilities

• Audit customer service and complaint handling processes from intake to resolution
• Call or survey 3-5 customers weekly after service completion to verify satisfaction and compare with internal reports.
• Record discrepancies between internal rating and actual feedback.
• Verify service quality and timeliness against KPIs and SLAs.
• Conduct root cause analysis (RCA) on recurring issues and recommend corrective actions.
• Identify bottlenecks in service delivery and propose solutions.
• Prepare clear audit reports with actionable recommendations for management.
• Develop and use standardized audit checklists for each area (delivery, assembly, complaints)
• Use scorecards to evaluate compliance levels and present trends overtime.
• Ensure compliance with internal SOPs and customer satisfaction standards.
• Flag discrepancies or manipulation in operational data.
• Escalate unresolved or repeated issues to the GM for further action.
• Present monthly audit summery with trends, root causes, improvement tracking, and upcoming audit focus.
• Collaborate with distribution and assembly teams to align service quality.
• Provide feed back to HR or department heads for retraining needs based on audit findings.
• Recommend updates to SOPs or onboarding content based on common audit issues.

Qualifications & Skills

• Bachelor’s degree in Industrial Engineering, Business Administration, marketing or related fields.
• Minimum 2 years of experience in customer service management Field, quality assurance, or similar operations.
• Strong analytical and reporting skills.
• Excellent communication and cross-functional collaboration abilities.
• Proficiency in Excel, audit tools, and ERP system knowhow is a plus
• Experience in furniture manufacturing Industry is a plus

Skills Required:

• Industrial / Manufacturing
• Sales / Marketing / Business / Management