Complaint Management Executive

Role Objective

end-to-end follow-up and closure of customer complaints

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 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 adherencePercentage of complaints closed within SLACustomer satisfaction feedback post-closure

Required Skills & Competencies

Strong follow-up and coordination skillsClear and professional written and verbal communicationAbility to handle difficult customer conversations calmlyGood understanding of B2B processes and order lifecycleHigh sense of ownership and accountabilityAbility to multitask and manage multiple complaints simultaneouslyWorking knowledge of CRM systems (Salesforce preferred)

Educational Qualification & Experience

Graduate in any discipline (preferred)14 years of experience in customer support, complaint handling, or service OperationsExperience in B2B environment or industrial products is an advantage