Complaint Manager

Job Responsibilities

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• Collect and analyze all customer complaints received from in-store Customer Service Representatives and the Call Center.
• Categorize and direct complaints to the appropriate departments, ensuring follow-up and resolution.
• Manage escalated complaints from initiation to resolution, ensuring a satisfactory outcome for all parties involved.
• Prepare and present complaint data reports to the Customer Service Manager on a weekly and monthly basis.
• Review and organize customer input from the ‘Suggestion Box’ and share actionable insights with the Customer Service Manager and store managers.
• Address and resolve complex or escalated customer service issues as needed.
• Provide customer service insights and recommendations to support strategic planning and service reviews.
• Audit customer service processes to identify trends and opportunities for service improvement.
• Ensure all complaints are processed in a timely and efficient manner.
• Collaborate with other departments to provide detailed complaint data reports as required.

The Complaint Manager at Net Cost Market is responsible for overseeing the efficient handling of customer queries and complaints, ensuring a seamless resolution process, and maintaining productive relationships with Customer Service Representatives. This role also includes reporting on customer feedback trends and contributing to service improvement strategies.

• Collect and analyze all customer complaints received from in-store Customer Service Representatives and the Call Center.
• Categorize and direct complaints to the appropriate departments, ensuring follow-up and resolution.
• Manage escalated complaints from initiation to resolution, ensuring a satisfactory outcome for all parties involved.
• Prepare and present complaint data reports to the Customer Service Manager on a weekly and monthly basis.
• Review and organize customer input from the ‘Suggestion Box’ and share actionable insights with the Customer Service Manager and store managers.
• Address and resolve complex or escalated customer service issues as needed.
  
  Provide customer service insights and recommendations to support strategic planning and service reviews.
• Audit customer service processes to identify trends and opportunities for service improvement.
• Ensure all complaints are processed in a timely and efficient manner.
• Collaborate with other departments to provide detailed complaint data reports as required.

• Strong and effective communication skills.
• Proven ability to resolve complex cases and conflicts.
• Highly organized with excellent attention to detail.
• Capable of fostering positive relationships with both customers and team members.
• Ability to perform under pressure and manage stressful situations.
• A genuine commitment to understanding and resolving customer complaints with dedication and empathy.
• Team-oriented mindset with the ability to address the unique needs of both customers and colleagues.