Assistant Manager Complaints

This role is responsible for ensuring the effective management and timely resolution of customer complaints by coordinating across multiple departments and maintaining continuous follow-up. The primary focus is on identifying the root causes of issues, implementing corrective and preventive actions, and minimizing the recurrence of complaints. Ultimately, this position aims to enhance product quality and improve overall customer satisfaction.

Key Responsibilities:
- Manage and monitor customer complaints to ensure they are resolved and closed within defined timelines.
- Collaborate with Production, Quality, Sales, Warehouse, Supply Chain Management, and Regional Teams to address and resolve customer complaints efficiently.
- Conduct and review Root Cause Analysis (RCA) and oversee the implementation of Corrective and Preventive Actions (CAPA).
- Track pending, overdue, and recurring complaints, ensuring timely follow-up and escalation of critical cases as needed.
- Analyze complaint trends to identify opportunities for reducing repeat complaints and improving product quality.
- Maintain accurate records of complaints, monitor resolution progress, and prepare periodic Management Information System (MIS) and Key Performance Indicator (KPI) reports.
- Organize regular complaint review meetings and coordinate with relevant stakeholders to resolve outstanding issues.
- Support ongoing continuous improvement initiatives aimed at enhancing complaint resolution efficiency and boosting customer satisfaction.

Required Qualifications:
- Bachelor’s or Master’s degree in Engineering, Quality Management, Industrial Management, or a related technical discipline.
- 3 to 5 years of relevant experience in complaints management, quality assurance, customer complaint resolution, or a similar function.

Preferred Qualifications and Benefits:
- Medical Insurance
- Provident Fund
- Employees’ Old-Age Benefits Institution (EOBI)
- Easy loan and advance facility

This position offers an excellent opportunity for professionals looking to leverage their expertise in quality and complaint management to drive product excellence and customer loyalty within a dynamic, cross-functional environment.