To manage, resolve, and track customer complaints in a timely and professional manner, ensuring customer satisfaction while protecting the company's reputation. Acts as the primary contact for dissatisfied customers and works closely with internal teams to investigate and resolve issues.

Job description

• Receive, log, and acknowledge all customer complaints through phone, email, or in person.
• Investigate complaints by gathering relevant information from internal teams (Sales, Operations, Warehouse, Technical, etc.) and customers.
• Provide clear, timely, and empathetic communication to customers regarding the status and outcome of their complaints.
• Work collaboratively with relevant departments to resolve issues efficiently.
• Follow up with customers to ensure satisfaction after resolution.
• Maintain an updated complaint register and generate regular reports for management review.
• Identify recurring issues and propose preventive actions or process improvements.
• Escalate serious or unresolved complaints to higher management as necessary.
• Ensure compliance with company policies, quality standards, and customer service guidelines.
• Other adhoc duties

Job requirement

• Diploma or Bachelor's Degree in Business Administration, Customer Service, or related field.
• Minimum 1-2 years of experience in a customer service or complaints-handling role (experience in marine, industrial, or technical sectors preferred).
• Strong interpersonal and communication skills - both written and verbal.
• Good problem-solving and negotiation abilities.
• High level of patience, empathy, and professionalism when dealing with difficult situations.
• Proficient in Microsoft Office (Word, Excel, Outlook) and customer management systems.
• Strong organizational and time-management skills.