Customer Complaints Management Director

MAIN PURPOSE OF THE JOB:

The Customer Complaints Management Director is responsible for overseeing end to end process of customer complaint resolution, ensuring a seamless customer-centric experience. This role involves developing and implementing complaint-handling strategies, improving communication frameworks, optimizing processes to enhance customer satisfaction and brand reputation.

KEY ACCOUNTABILITIES:

Customer Complaint Resolution & Handling
• Oversee the complaint resolution process, ensuring fair, timely, and effective responses.
• Implement and monitor service level agreements (SLAs) to ensure complaint resolution meets defined standards.
• Develop strategies for managing complex or escalated complaints, balancing customer satisfaction with business priorities.
• Ensure all complaints are documented, categorized and anlyzed for trends an root causes.

Customer-Centric Communications
• Develop and e...