Job Description

Job Summery

To handle

customer complaints effectively

, ensure timely resolution, maintain customer satisfaction, and coordinate with internal teams to prevent recurrence.

Key Responsibilities:

Receive, register, and track

customer complaints

via email, phone.

Acknowledge complaints and provide timely responses to customers.

Knowledge of

quality tools

8D / 5Why / Fishbone (Ishikawa)FMEA,Control Plan, PPAP, APQP,SPC, MSA, capability studies (Cp, Cpk).

Ability to perform

root cause analysis

and define effective

corrective & preventive actions

Coordinate with

Quality, Production, Dispatch, Sales, and Engineering

teams for root cause analysis.

Prepare and share

CAPA (Corrective & Preventive Action)

reports with customers.

Monitor complaint resolution timelines and ensure closure within agreed TAT.

Maintain

complaint records, logs, and CAR reports

.

Conduct follow-ups with customers to confirm satisfaction after resolution.

Support audits related to customer complaints (ISO / IATF, if applicable).

Identify recurring issues and suggest process improvements.

Ensure professional and empathetic communication with customers at all times.

Education Qualification:

Graduate / Diploma

Technical background preferred for manufacturing setup.

Experience:

3-8 years

' experience in

Customer Support / Complaint Handling / Quality Coordination

Experience in manufacturing or B2B environment preferred.

Handling OEM complaints

Customer audits and visits

Skills & Competencies:

Strong communication (verbal & written)

Customer handling and problem-solving skills

Knowledge of complaint handling process & CAPA

Good coordination and follow-up skills

Basic knowledge of

Quality Systems (ISO / IATF)

preferred

Proficiency in MS Excel, Email systems

Job Types: Full-time, Permanent

Pay: From ?500,000.00 per year

Benefits:

Cell phone reimbursement Leave encashment Provident Fund
Work Location: In person