Customer Complaints Executive | 33-35K
Job Summary:
My client a top motor organisation based in D12 is seeking a detail-oriented, empathetic, and solution-driven Customer Complaints Executive to manage and resolve customer complaints efficiently and professionally. The ideal candidate will act as a bridge between the customer and internal teams, ensuring that all concerns are addressed in a timely manner while maintaining customer satisfaction and brand reputation.
The ideal candidates will be:
· Resilience
· Problem solving
· Remaining calm and focused
· Ability to walk and talk (i.e. think and talk)
· Empathy
· Understanding the customer point of view
· Strong communication skills with friendly telephone manner
· Take responsibility
· Patience when dealing with difficult customers
· Attention to detail and accuracy in documenting complaints
Key Responsibilities:
- Complaint Handling: Receive, investigate, and resolve customer complaints across various channels (email, phone, social media, etc.) in accordance with company policies and regulatory requirements.
- Documentation: Maintain accurate and detailed records of all complaints and their resolutions in the CRM system.
- Customer Communication: Communicate clearly, empathetically, and professionally with customers throughout the complaint resolution process.
- Internal Liaison: Work closely with relevant departments (e.g., sales, logistics, technical support) to ensure comprehensive and timely resolution of issues.
- Compliance: Ensure complaint handling procedures comply with legal, regulatory, and internal policy standards (e.g., GDPR, FCA if applicable).
- Continuous Improvement: Recommend and help implement process improvements to enhance the customer experience and reduce complaint volume.
Required Skills and Qualifications:
- Proven experience in a customer complaint handling role (2+ years preferred)
- Strong communication and interpersonal skills
- Excellent problem-solving and negotiation abilities
- Ability to remain calm under pressure and manage difficult conversations tactfully
- High attention to detail and organizational skills
- Proficiency in Microsoft Office and CRM systems (e.g., Salesforce, Zendesk)
- Familiarity with industry-specific regulations and compliance standards is a plus
To be considered please apply directly or contact [email protected