Duties & ResponsibilitiesComplaint Handling & Resolution
- Receive, log, and track customer complaints related to furniture, interiors, and modular kitchen products.
- Analyze issues, identify root causes, and provide effective resolutions within the defined service timeline.
- Coordinate with relevant departments (sales, service, logistics, installation team) for swift complaint resolution.
- Escalate unresolved or critical complaints to higher management for immediate intervention.
Customer Communication
- Acknowledge customer complaints promptly and maintain professional, empathetic communication.
- Keep customers informed about the status of their complaints and expected resolution timelines.
- Provide guidance on product care, warranty claims, and post-purchase services.
Service Coordination & Follow-up
- Schedule service visits for technicians and ensure timely follow-ups.
- Verify complaint resolution by seeking customer feedback and ensuring satisfaction.
- Document all interactions and resolutions in the customer care database.
Reporting & Documentation
- Maintain accurate records of complaints, resolutions, service history, and delivery schedules.
- Generate periodic reports on complaint trends, resolution time, delivery efficiency, and customer satisfaction levels.
- Provide insights to management for continuous service enhancement.
Customer Retention & Satisfaction
- Offer compensation or goodwill gestures where necessary to retain customer trust.
- Conduct follow-up calls or surveys to measure customer satisfaction after complaint resolution and delivery.
- Assist in developing FAQs and self-service resources to reduce complaint volume.
Pay: ₹12,000.00 - ₹15,000.00 per month
Benefits:
- Food provided
- Paid sick time
- Paid time off
- Provident Fund
Experience:
- Customer service: 1 year (Required)
Work Location: In person
