Complaint Manager

Complaint Manager 

Job Responsibilities:

The Complaint Manager at NetCost Market is responsible for overseeing the efficient handling of customer queries and complaints, ensuring a seamless resolution process, and maintaining productive relationships with Customer Service Representatives. This role also includes reporting on customer feedback trends and contributing to service improvement strategies.

• Collect and analyze all customer complaints received from in-store Customer Service Representatives and the Call Center.
• Categorize and direct complaints to the appropriate departments, ensuring follow-up and resolution.
• Manage escalated complaints from initiation to resolution, ensuring a satisfactory outcome for all parties involved.
• Prepare and present complaint data reports to the Customer Service Manager on a weekly and monthly basis.
• Review and organize customer input from the ‘Suggestion Box’ and share actionable insights with the Customer Service Manager and store managers.
• Address and resolve complex or escalated customer service issues as needed.
• Provide customer service insights and recommendations to support strategic planning and service reviews.
• Audit customer service processes to identify trends and opportunities for service improvement.
• Ensure all complaints are processed in a timely and efficient manner.
• Collaborate with other departments to provide detailed complaint data reports as required.

Preferred Qualifications:

• Strong and effective communication skills.
• Proven ability to resolve complex cases and conflicts.
• Highly organized with excellent attention to detail.
• Capable of fostering positive relationships with both customers and team members.
• Ability to perform under pressure and manage stressful situations.
• A genuine commitment to understanding and resolving customer complaints with dedication and empathy.
• Team-oriented mindset with the ability to address the unique needs of both customers and colleagues.