Customer Complaint Executive

Customer Complaint Executive

Key Responsibilities

Complaint Handling & Resolution

• • Act as the single point of contact for assigned customer complaints until final closure.
  • Ensure all complaints are logged accurately in Salesforce with complete documentation (invoice, photos, videos, emails).
  • Follow up proactively with internal teams (Warehouse, QC, Commercial, Brand, Logistics, Finance) to drive resolution.
  • Regularly update customers on status, progress, and next steps until closure.
  • Ensure adherence to VISL’s 30-day return policy and complaint handling SOP.
  • Track and follow up on Credit Notes (CN), Free-of-Cost (FOC) replacements, or warranty-related actions with brands.
  • Ensure replacement orders are raised and linked correctly to the complaint where applicable.

Coordination & Ownership

• • Take full ownership of assigned complaints and avoid unnecessary handoffs.
  • Clearly identify and tag the responsible department in Salesforce for each complaint.
  • Escalate delays or roadblocks to Team Lead / Manager in line with the escalation matrix.
  • Work closely with Relationship Managers to ensure alignment and correct customer communication.

Customer Communication

• • Communicate with customers via email, phone, WhatsApp, or ticketing system in a professional and empathetic manner.
  • Provide clear explanations of actions taken, expected timelines, and outcomes.
  • Handle customer concerns with patience, empathy, and professionalism, even in high-pressure situations.

Process & Compliance

• • Ensure complaints are closed only after proper resolution, not just system closure.
  • Maintain accurate complaint status and notes in Salesforce at all stages.
  • Follow defined SLA/TAT for acknowledgment, investigation, and closure.
  • Flag repeat issues, process gaps, or policy deviations to the Team Lead.

Reporting & Continuous Improvement

• • Maintain daily tracking of open, aging, and closed complaints.
  • Share updates on delayed or high-risk complaints during daily/weekly reviews.
  • Support audits and internal reviews by maintaining clean and complete case records.
  • Contribute suggestions for process improvement based on recurring complaint patterns.

Key Performance Indicators (KPIs)

• • Complaint Closure TAT adherence
  • Percentage of complaints closed within SLA
  • Number of reopened complaints
  • Customer satisfaction feedback post-closure
  • Accuracy of complaint documentation

Required Skills & Competencies

• • Strong follow-up and coordination skills
  • Clear and professional written and verbal communication
  • Ability to handle difficult customer conversations calmly
  • Good understanding of B2B processes and order lifecycle
  • High sense of ownership and accountability
  • Ability to multitask and manage multiple complaints simultaneously
  • Working knowledge of CRM systems (Salesforce preferred)

Educational Qualification & Experience

• • Graduate in any discipline (preferred)
  • 1–4 years of experience in customer support, complaint handling, or service operations
  • Experience in B2B environment or industrial products is an advantage