Complaints Resolution Manager

2 weeks ago

Karachi, Sindh, Pakistan beBeeCRM Full time

We are seeking a skilled Customer Relationship Management Specialist to join our team. This exciting opportunity involves managing customer complaints, coordinating with engineers for resolution or repairs, and achieving sales targets for Companion Products.

The role requires strong organizational and planning skills, ability to handle multiple tasks simultaneously, and goal-oriented approach with a focus on meeting deadlines. Additionally, the ideal candidate should have relevant technical experience and be able to meet the challenges of this role.

Key Responsibilities:
  • Receive and log client complaints, assigning them to engineers for timely resolution.
  • Follow up on visits and collect client feedback on engineer performance.
  • Achieve sales targets for Companion Products.
  • Assist clients, generate IRFs, coordinate invoicing, and ensure prompt delivery.
  • Efficiently handle credit sales and follow up on payments.
  • Meet monetary targets for Repairs.
  • Receive and log repair requests, coordinate estimates, and ensure timely completion.
  • Generate IRFs, coordinate invoicing, and collect payments promptly.
  • Monitor repaired machines, inform clients, and manage outstanding payments.
  • Verify daily reports of engineers and technicians.
  • Submit daily activity reports to ACSM.
  • Maintain reports for all operations and conduct customer satisfaction surveys.
  • Forward cases to the Marketing Department.
  • Check and counter-sign contract and warranty cards.
Requirements:
  • Excellent verbal and written communication skills in English.
  • Ability to coordinate with various internal & external customers.
  • Strong organizational and planning skills.
  • Capacity to handle multiple tasks simultaneously.
  • Goal-oriented with a focus on meeting deadlines.
  • Proactive with strong analytical, reasoning, and problem-solving skills.
  • Ability to maintain accurate and detailed records.
  • Computer literacy.
Qualifications:
  • BE (Electronics) or DAE (Electronics) with some business background.
  • At least one year of working experience in a similar capacity or in technical coordination.

The ideal candidate should have relevant technical experience and be able to meet the challenges of this role.

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