Customer Relationship Management Specialist

Job Opportunity: Manager - Customer Complaint Management:

We are hiring an experienced Manager - Customer Complaint Management to lead our customer care function and drive continuous service improvement. The ideal candidate will excel in resolving escalated complaints, enhancing customer satisfaction, and implementing strong process improvements across the organization.

Key Responsibilities

• Lead the end-to-end resolution of customer complaints and ensure timely, effective solutions.
• Analyze complaint trends and identify root causes to enhance service quality.
• Implement corrective and preventative measures to reduce future escalations.
• Collaborate with cross-functional teams to improve processes and customer touchpoints.
• Prepare and present regular reports on complaint performance, insights, and improvements.
• Ensure compliance with customer service policies, regulatory requirements, and best practices.
• Drive initiatives that strengthen customer experience and overall service efficiency.

Qualifications & Skills

• Bachelor's degree in Business, Customer Service, or related field (Master's preferred).
• 4-6 years of experience in customer complaint management, customer service, or related functions.
• Strong analytical skills with the ability to interpret trends and develop improvement strategies.
• Excellent communication and stakeholder management abilities.
• Proficiency in CRM systems, complaint tracking tools, and Microsoft Office Suite.
• Skilled in problem solving, de scalation, and delivering high customer satisfaction.
• Knowledge of regulatory compliance and industry best practices.
• Ability to lead teams and work effectively under pressure.

Competencies

• Execution & Delivery
• Accountability
• Teamwork & Collaboration
• Effective Communication
• Innovation
• Customer Service Orientation