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.
- Proficiency in both English and Russian is required; additional language skills are a plus.