Customer Support Coordinator

Job Description

Job Title: Customer Complaints Coordinator Location: Delhi (Okhla Phase - 1) Department: Customer Service / Operations Job Summary We are seeking a detail-oriented and proactive Customer Complaints Coordinator to manage and resolve customer issues efficiently and professionally. This role requires strong communication and coordination skills, as you will act as the primary liaison between customers, field service engineers, and internal teams to ensure timely resolution of complaints and enhance overall customer satisfaction. Key Responsibilities Customer Complaint Handling: Track, manage, and resolve customer complaints through the CRM system in a timely and efficient manner. Field Service Coordination: Liaise regularly with field service engineers to ensure accurate and prompt complaint resolution. Cross-Functional Collaboration: Coordinate with internal departments including Sales, Logistics, and Technical Support to gather information and provide comprehensive solutions to customers. Operational Monitoring: Monitor day-to-day customer service operations to ensure adherence to service standards and escalation procedures. Communication: Maintain clear and professional communication with customers, keeping them updated on complaint status and resolution timelines. Reporting & Analysis: Generate and analyze complaint reports to identify trends and recommend process improvements. Strong Follow-Up: Take full ownership of each complaint, consistently following up with internal teams and customers until resolution is confirmed and customer satisfaction is achieved.