Customer complaint handling, Randstad

Customer complaint handling

Randstad

Location:
India, Faridabad

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

JD – Warehouse Associate - Customer complaint handling

Job Responsibility:

Oversee the end-to-end process of receiving, logging, investigating, & resolving customer complaints
Ensure timely acknowledgment and resolution of complaints in accordance with company policies & service level agreements (SLAs)
Analyse complaints to identify root causes & recurring issues
Collaborate with relevant departments (operations, quality, production) to implement corrective & preventive actions
Serve as the primary point of contact for escalated complaints
Communicate resolutions clearly & professionally, ensuring customer satisfaction
Provide regular updates to customers during the resolution process
Coordinate with cross-functional teams (sales, operations, quality, and logistics) to expedite complaint resolution
Maintain detailed records of all complaints, resolutions, & follow-up actions
Prepare & present regular reports on complaint trends, resolution times, & customer satisfaction metrics
Analyse trends from complaints to recommend improvements in products, processes, & policies
Suggest, Develop & implement strategies to reduce complaint occurrences
Monitor customer satisfaction levels & ensure that the complaint handling process aligns with customer expectations
Conduct post-resolution feedback surveys to evaluate service quality
Ensure complaint handling processes comply with internal quality standards
Prepare for audits and provide necessary documentation related to complaints
Manage high-priority or sensitive complaints effectively, ensuring minimal impact on customer relationships and brand reputation

Requirements:

Diploma in Mechanical /graduate degree in customer service, supply chain, or a related field
At least 2–5 years in warehouse/receiving supervision
RCA, Data Analysis & basic IT skills (e.g., Excel, ERP software)
effective communication

Additional Information:

Job Posted:
May 31, 2025

Expiration:
July 10, 2025

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