Customer Support Representative

Role

We are seeking a detail-oriented and empathetic professional to join our team as a Customer Complaints Resolution Officer. The ideal candidate will be responsible for managing customer complaints efficiently and professionally, ensuring timely resolution and maintaining high levels of customer satisfaction. This role requires excellent communication skills, analytical thinking, and a strong commitment to service excellence.

Key Responsibilities

• Receive, log and acknowledge customer complaints via phone, email or other channels.
• Investigate complaints thoroughly by coordinating with relevant departments.
• Analyse root causes and recommend corrective and preventive actions.
• Ensure timely resolution of complaints in line with company policies and regulatory requirements.
• Maintain accurate records of complaints and resolutions in the complaint management system.
• Prepare regular reports and dashboards for management review.
• Identify trends and recurring issues to support continuous improvement initiatives.
• Communicate effectively with customers to provide updates and closure.
• Support audits and quality checks related to complaint handling.
• Understand & reply dealers with appropriate resolution.

Candidate skills & competencies:

• Strong understanding of actionable basis Customer Query/Request/Complaint received.
• Knowledge of compliance in insurance sector
• Incident/Ticket response and well co ordination experience with field
• stakeholder management, and communication skills

Qualifications

• Bachelors degree in Business Administration, Customer Service or related field.
• 2-7 years of experience in complaints handling, customer service, or quality assurance.
• Strong verbal and written communication skills.
• Ability to remain calm and professional under pressure.
• Proficiency in MS Office and complaint management software.
• Analytical mindset with attention to detail.