Job Summary
The Customer Experience & Complaints Management is responsible for overseeing customer complaints related to aftersales services, ensuring timely and satisfactory resolution, and enhancing overall customer experience. This role requires strong analytical skills and the ability to leverage data insights to improve processes, service quality, and customer satisfaction.
Key Responsibilities
- Receive and manage aftersales complaints; assign cases to relevant departments and follow up to ensure timely resolution.
- Support the handling of complex cases that cannot be resolved by the Customer Call Center.
- Review goodwill/compensation proposals from Market teams, ensuring consistent and effective solutions.
- Coordinate with the Customer Call Center to implement customer experience enhancement initiatives.
- Analyze complaints data to identify trends, root causes, and improvement opportunities.
- Prepare regular reports and dashboards to track complaint performance and customer experience KPIs.
- Work cross-functionally to drive process improvements and enhance overall customer satisfaction.
Requirements
- Bachelor's degree in Business Administration, Marketing, Customer Experience, or related fields.
- Minimum 2–4 years of experience in customer service, complaints handling, or aftersales support.
- Strong analytical and data interpretation skills; experience with Excel, BI tools, or CRM systems preferred.
- Excellent communication, problem-solving, and stakeholder management abilities.
- Customer-centric mindset with the ability to remain calm and professional in challenging situations.
