Job Description

Role Objective

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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

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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 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.