Customer Relation Officer - Complaints
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Key skills for this role
About the Role
Royal Swiss Auto Services is hiring a Complaints Officer to manage and resolve customer complaints related to vehicle servicing, repairs, warranty claims, and billing. The role requires investigating complaints, coordinating with departments, and ensuring timely resolution.
Key Skills for This Role
Responsibilities
- Receive, record, and acknowledge customer complaints through phone, email, walk ins, and social media
- Investigate complaints by coordinating with Service Advisors, Technicians, Workshop Supervisors, Parts, and other relevant departments
- Ensure timely resolution of customer complaints in line with company policies and service standards
- Keep customers informed about the status and progress of their complaints until closure
- Escalate complex or unresolved issues to management with appropriate recommendations
- Maintain accurate complaint records and prepare periodic reports on complaint trends and resolution performance
- Identify recurring issues and recommend corrective and preventive actions to improve service quality
- Monitor customer satisfaction after complaint resolution and follow up when necessary
- Ensure compliance with company policies, customer service procedures, and quality standards
- Support continuous improvement initiatives by providing feedback on customer concerns and service gaps
Requirements
- Bachelor's degree or Diploma in Business Administration, Customer Service, Automotive, or related field
- Minimum 2 4 years of experience in customer complaint handling, customer service, or service operations
- Experience in automotive dealership or service center is highly preferred
Full Job Posting
Job Summary
- The Complaints Officer is responsible for managing and resolving customer complaints related to vehicle servicing, repairs, warranty claims, delays, billing, and overall customer experience.
- The role ensures that all complaints are handled professionally, investigated thoroughly, and resolved promptly while maintaining high customer satisfaction and protecting the company's reputation.
Key Responsibilities
- Receive, record, and acknowledge customer complaints through phone, email, walk ins, and social media.
- Investigate complaints by coordinating with Service Advisors, Technicians, Workshop Supervisors, Parts, and other relevant departments.
- Ensure timely resolution of customer complaints in line with company policies and service standards.
- Keep customers informed about the status and progress of their complaints until closure.
- Escalate complex or unresolved issues to management with appropriate recommendations.
- Maintain accurate complaint records and prepare periodic reports on complaint trends and resolution performance.
- Identify recurring issues and recommend corrective and preventive actions to improve service quality.
- Monitor customer satisfaction after complaint resolution and follow up when necessary.
- Ensure compliance with company policies, customer service procedures, and quality standards.
- Support continuous improvement initiatives by providing feedback on customer concerns and service gaps.
Qualifications
- Bachelor's degree or Diploma in Business Administration, Customer Service, Automotive, or a related field.
- Minimum 2–4 years of experience in customer complaint handling, customer service, or service operations, preferably in the automotive industry.
- Experience working in an automotive dealership or service center is highly preferred.
Work Location
- In person
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