Executive

• *Role Objective**
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The Complaint Resolution Executive is responsible for **end\-to\-end follow\-up and closure of customer complaints** by coordinating with internal teams, customers, and brand partners. The role ensures complaints are resolved within defined timelines while maintaining transparency, ownership, and a customer\-first approach.**Key Responsibilities**

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### **Complaint Handling \& Resolution**

Act as the **single point of contact** for assigned customer complaints until final closure.

Ensure all complaints are **logged accurately in Salesforce** with complete documentation (invoice, photos, videos, emails).

Follow up proactively with **internal teams** (Warehouse, QC, Commercial, Brand, Logistics, Finance) to drive resolution.

Regularly update customers on **status, progress, and next steps** until closure.

Ensure adherence to **VISL’s return policy** and complaint handling SOP.

Track and follow up on **Credit Notes (CN), Free\-of\-Cost (FOC) replacements**, or warranty\-related actions with brands.

Ensure replacement orders are raised and linked correctly to the complaint where applicable.### **Coordination \& Ownership**

Take **full ownership** of assigned complaints and avoid unnecessary handoffs.

Clearly identify and tag the **responsible department** in Salesforce for each complaint.

Escalate delays or roadblocks to Team Lead / Manager in line with the escalation matrix.

Work closely with Relationship Managers to ensure alignment and correct customer communication.### **Customer Communication**

Communicate with customers via **email, phone, WhatsApp**, or ticketing system in a professional and empathetic manner.

Provide clear explanations of actions taken, expected timelines, and outcomes.

Handle customer concerns with patience, empathy, and professionalism, even in high\-pressure situations.### **Process \& Compliance**

Ensure complaints are **closed only after proper resolution**, not just system closure.

Maintain accurate complaint status and notes in Salesforce at all stages.

Follow defined **SLA/TAT** for acknowledgment, investigation, and closure.

Flag repeat issues, process gaps, or policy deviations to the Team Lead.### **Reporting \& Continuous Improvement**

Maintain daily tracking of open, aging, and closed complaints.

Share updates on delayed or high\-risk complaints during daily/weekly reviews.

Support audits and internal reviews by maintaining clean and complete case records.

Contribute suggestions for process improvement based on recurring complaint patterns.