2. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS (MAXIMUM OF 10)
- Acknowledge and respond to the feedback received on channels additional to Salesforce such as, but
not limited to, Google as well as other social channels (Facebook, Twitter, LinkedIn etc).
- Formulate an appropriate reply and provides full explanation to the customer (verbally or in writing) in a
sympathetic and empathetic manner to restore goodwill and ensure repeat business.
- In case of customer compliments, acknowledges and thanks customers for their positive feedback
keeping the appropriate sections informed.
- In case the investigation takes longer than expected, ensures that the customers receive an interim reply
within the specified time frame to advise them that their complaint is being probed further so that the
customer is constantly updated on the status of their complaint.
- Analyse and classify complaints by sizing it into parts, identify the key issues raised by the customer and
co-ordinate with relevant departments to ensure that all issues raised by the customer are thoroughly
investigated.
- Identify trends in product and service flaws uncovered during investigations and advise the section heads
so that relevant amendments/enhancements/improvements are made to products and service, thereby
avoiding recurrence of customer complaints.
- Regularly discuss investigation reports based on customer complaints and seek approval from
appropriate manager on recommended reimbursement, compensation or goodwill gestures to restore trust
and ensure repeat business. Ensure relevant stakeholders are copied as appropriate.
- Maintain a comprehensive database of customer complaints (Google and in future Sprinklr), feedback
and compliments to generate monthly reports and recommend procedural and policy changes wherever
necessary, supported by sound analysis.