Customer Service Executive

Customer Service 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 VISLs 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