Job Brief
The Complaint Clerk is responsible for interacting with customers to provide essential information regarding products and services, while efficiently handling and resolving general complaints. This role requires excellent communication skills, a customer-focused mindset, and the ability to work with scripted responses for routine inquiries. Candidates should possess a strong attention to detail and a commitment to customer satisfaction to ensure effective resolution of complaints.
Responsibilities
- Interact with customers to address inquiries and provide information regarding products and services.
- Respond to routine requests using scripted responses to ensure consistency and accuracy.
- Document customer complaints and feedback accurately in the company database.
- Resolve general complaints by identifying issues and providing appropriate solutions.
- Maintain a positive and empathetic attitude toward customers throughout the complaint resolution process.
- Collaborate with other departments to escalate and communicate unresolved issues effectively.
- Monitor and track complaint resolution processes to ensure timely follow-up.
- Stay updated on company products, services, and policies to provide accurate information to customers.
Requirements
- High school diploma or equivalent; additional education in customer service or related fields is a plus.
- Proven experience in a customer service or complaint handling role.
- Strong verbal and written communication skills.
- Proficiency in using customer relationship management (CRM) software and Microsoft Office Suite.
- Ability to work well under pressure and manage multiple tasks simultaneously.
- Excellent problem-solving skills and a detail-oriented approach.
- Empathy and patience in dealing with customer complaints.
- Familiarity with industry standards and best practices in customer service.
Similar Job Titles
- Customer Service Representative
- Client Relations Specialist
- Customer Support Associate
- Complaint Resolution Specialist
- Customer Care Agent
- Service Desk Agent
- Customer Experience Coordinator
- Help Desk Support Clerk
