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