Role Objective
The Complaint Resolution Executive is responsible for end-to-end follow-up and closure of customer complaints by coordinating with internal teams, customers, and brand partners. The role ensures complaints are resolved within defined timelines while maintaining transparency, ownership, and a customer-first approach.
Key Responsibilities
Complaint Handling & Resolution
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Act as the single point of contact for assigned customer complaints until final closure.
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Ensure all complaints are logged accurately in Salesforce with complete documentation (invoice, photos, videos, emails).
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Follow up proactively with internal teams (Warehouse, QC, Commercial, Brand, Logistics, Finance) to drive resolution.
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Regularly update customers on status, progress, and next steps until closure.
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Ensure adherence to VISL’s 30-day return policy and complaint handling SOP.
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Track and follow up on Credit Notes (CN), Free-of-Cost (FOC) replacements, or warranty-related actions with brands.
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Ensure replacement orders are raised and linked correctly to the complaint where applicable.
Coordination & Ownership
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Take full ownership of assigned complaints and avoid unnecessary handoffs.
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Clearly identify and tag the responsible department in Salesforce for each complaint.
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Escalate delays or roadblocks to Team Lead / Manager in line with the escalation matrix.
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Work closely with Relationship Managers to ensure alignment and correct customer communication.
Customer Communication
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Communicate with customers via email, phone, WhatsApp, or ticketing system in a professional and empathetic manner.
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Provide clear explanations of actions taken, expected timelines, and outcomes.
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Handle customer concerns with patience, empathy, and professionalism, even in high-pressure situations.
Process & Compliance
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Ensure complaints are closed only after proper resolution, not just system closure.
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Maintain accurate complaint status and notes in Salesforce at all stages.
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Follow defined SLA/TAT for acknowledgment, investigation, and closure.
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Flag repeat issues, process gaps, or policy deviations to the Team Lead.
Reporting & Continuous Improvement
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Maintain daily tracking of open, aging, and closed complaints.
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Share updates on delayed or high-risk complaints during daily/weekly reviews.
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Support audits and internal reviews by maintaining clean and complete case records.
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Contribute suggestions for process improvement based on recurring complaint patterns.
Key Performance Indicators (KPIs)
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Complaint Closure TAT adherence
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Percentage of complaints closed within SLA
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Number of reopened complaints
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Customer satisfaction feedback post-closure
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Accuracy of complaint documentation
Required Skills & Competencies
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Strong follow-up and coordination skills
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Clear and professional written and verbal communication
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Ability to handle difficult customer conversations calmly
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Good understanding of B2B processes and order lifecycle
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High sense of ownership and accountability
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Ability to multitask and manage multiple complaints simultaneously
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Working knowledge of CRM systems (Salesforce preferred)
Educational Qualification & Experience
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Graduate in any discipline (preferred)
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1–4 years of experience in customer support, complaint handling, or service operations
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Experience in B2B environment or industrial products is an advantage
