Executive

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