Job Description

The Sr. Executive - Retail (Customer Relations) is responsible for acting as the primary point of contact (POC) for customer complaints received through the Ministry of Commerce (MOC) channels. The role involves handling back-office customer relations activities, coordinating with internal stakeholders, ensuring timely resolution of complaints, and providing performance analysis and insights to support service improvement.

Key Responsibilities:

Customer Complaint Management:

• Act as the primary point of contact for Ministry of Commerce (MOC) complaints.
• Review, investigate, and coordinate complaint resolutions with relevant departments.
• Ensure all complaints are addressed within the required service levels and regulatory timelines.
• Maintain accurate records and documentation of complaint cases.

Back-Office Operations:

• Handle customer relations back-office activities and follow-ups.
• Coordinate with internal teams to obtain required information and updates.
• Ensure compliance with company policies and regulatory requirements.

Reporting and Analysis:

• Prepare periodic reports on complaint trends, volumes, and resolution performance.
• Share analysis and insights with management to identify improvement opportunities.
• Monitor key performance indicators and recommend corrective actions when needed.

Technical Skills:

• Ability to prepare reports, analyze data, and present findings.

Soft Skills:

• Strong communication and customer handling skills.
• Excellent analytical and problem-solving abilities.
• High attention to detail and organizational skills.
• Ability to manage multiple tasks and work under pressure.

Qualification :

• Must be a Bachelor Degree Holder

Experience:

• 1-2 years of experience in customer relations, complaint management, or a customer service environment.