Job Description

Key Responsibilities

1. Customer Interaction & Support

? Receive, record, and respond to customer inquiries through phone, email, and other approved communication channels.

? Provide accurate and timely information regarding products, services, order status, delivery schedules, and support processes.

? Maintain professional, courteous, and customer-focused communication at all times.

2. Complaint & Feedback Management

? Register and document customer complaints, feedback, and suggestions in accordance with established QSP requirements.

? Analyze customer complaints and coordinate with relevant internal departments to conduct root cause analysis and implement corrective actions.

? Ensure timely resolution and closure of customer complaints and communicate outcomes clearly to customers.

? Maintain complete records of complaints, corrective actions, and closure evidence.

3. Order & Service Coordination

? Coordinate with Sales, Production, Stores, Dispatch, and other relevant teams to support order processing and delivery commitments.

? Monitor service requests and ensure adherence to agreed timelines and service levels.

? Proactively inform customers about any delays, changes, or issues impacting delivery or service.

4. Documentation & Record Control

? Maintain customer-related records, including complaints, feedback forms, service reports, and communication logs.

? Ensure all Customer Service & Support (CSS) records are controlled, updated, and retained as per ISO 9001 / QMS requirements.

? Support document control activities related to CSS procedures, formats, and records.

5. Quality & Process Compliance

? Comply strictly with the Customer Service & Support QSP and related procedures.

? Participate in internal audits and support timely closure of audit findings related to CSS activities.

? Ensure compliance with customer-specific requirements, statutory requirements, and contractual obligations.

6. Performance Monitoring & Reporting

? Monitor customer satisfaction levels and defined key performance indicators (KPIs).

? Prepare and submit periodic reports on customer complaints, response times, resolution status, and satisfaction trends.

? Provide CSS performance data and inputs for management review meetings.

7. Continuous Improvement

? Identify opportunities to improve customer service processes and service delivery effectiveness.

? Recommend corrective and preventive actions based on customer feedback, complaint trends, and performance data.

? Support the implementation of improvement actions and monitor their effectiveness.

Authority

? Communicate directly with customers regarding routine inquiries, service updates, and complaint status.

? Coordinate with internal departments to facilitate issue resolution.

? Recommend corrective and preventive actions for recurring or critical customer issues.

Skills & Competencies

? Strong verbal and written communication skills

? Effective interpersonal and coordination abilities

? Good documentation and reporting skills

? Basic knowledge of ISO 9001 / Quality Management Systems

? Problem-solving and analytical skills

? Proficiency in MS Office applications (Excel, Word, Email)

Key Performance Indicators (KPIs)

? Customer complaint response time and closure time

? Customer satisfaction rating

? Number of repeat or recurring complaints

? Compliance with QSP, ISO, and audit requirements

Job Type: Full-time

Pay: ?23,000.00 - ?25,000.00 per month

Work Location: In person