Job Overview:
Responsible for monitoring CTM and CRM processes to ensure timely complaint resolution, accurate reporting, effective RCA, and continuous improvement in customer service and quality standards.
Key Responsibilities
- Monitor and ensure timely closure of internal complaints through the CTM system.
- Ensure accurate complaint logging, categorization, prioritization, and escalation.
- Prepare factory-wise reports on complaint pendency, recurring issues/products, and Food Safety/Non-Food Safety/Regulatory complaints.
- Conduct RCA of complaints and track corrective and preventive actions (CAPA).
- Analyse complaint trends and identify recurring issues and process gaps.
- Audit CRM data for accuracy, completeness, and proper categorization.
- Coordinate with QA, Operations, Factory, and other cross-functional teams for complaint resolution.
- Identify opportunities to improve CTM/CRM processes and customer experience.
- Support management with complaint analytics, insights, and periodic reports.
Qualification & Experience
- Bachelor's degree in Food Technology or related field.
- Experience in QA, complaint management, CRM/CTM, or customer service preferred.
- Minimum 6 months experience in food industry or internship is mandatory.
Key Skills
- Strong analytical and problem-solving skills.
- Good knowledge of QA and complaint-handling processes.
- Excellent communication and coordination skills.
- Good working knowledge of MS Excel, Word, and PowerPoint.
- Familiarity with CRM/CTM tools and customer service platforms.
Pay: ₹25,000.00 - ₹35,000.00 per month
Work Location: In person
