Complaints Manager

Job Overview

Mobile Tyre Giant is looking for a proactive and detail-oriented Complaints Manager to handle customer complaints, ensure timely resolution, and improve overall customer satisfaction. The role involves investigating issues related to sales, payouts, and service delivery, identifying root causes, and implementing corrective actions to prevent recurrence.

Key Responsibilities

• Manage and resolve customer complaints in a professional and timely manner
• Investigate issues related to sales transactions, payouts, and service delivery
• Liaise with internal teams (sales, payouts, operations) to gather information and resolve cases
• Maintain detailed records of complaints, actions taken, and outcomes
• Conduct root cause analysis and identify trends in complaints
• Develop and implement processes to reduce recurring issues
• Ensure compliance with company policies and service standards
• Prepare regular reports on complaint volumes, resolution time, and key findings
• Communicate resolutions clearly to customers and ensure satisfaction
• Escalate serious or unresolved issues to senior management

Requirements

• Proven experience in a complaints handling, customer service, or quality assurance role
• Strong problem-solving and analytical skills
• Excellent communication and conflict resolution abilities
• Ability to handle difficult situations professionally and calmly
• Experience in service-based or automotive industry is a plus
• Familiarity with CRM systems and reporting tools

Key Skills

• Complaint Resolution
• Conflict Management
• Attention to Detail
• Communication Skills
• Process Improvement
• Data Analysis & Reporting

KPIs / Performance Metrics

• Complaint resolution time
• Customer satisfaction score (CSAT)
• Number of escalations
• Reduction in repeat complaints
• Quality of investigation reports

Compensation & Benefits

• Competitive salary package
• Performance-based incentives
• Career growth opportunities
• Paid leaves as per company policy

Pay: Rs200,000.00 - Rs300,000.00 per month

Work Location: In person