Complaints Handler

Customer Service Representative – Complaints

A well-established and growing manufacturing business is seeking a proactive and customer-focused Customer Service Representative to join its customer support team.

This is an excellent opportunity for an individual who enjoys solving problems, building customer relationships, and delivering first-class service in a fast-paced environment. The successful candidate will act as a key point of contact for customers, ensuring enquiries and issues are resolved efficiently while working closely with internal departments to deliver a seamless customer experience.

Key Responsibilities

• Respond to customer enquiries via email in a professional and timely manner.
• Process returns and provide updates regarding orders and customer requests.
• Investigate and resolve customer complaints, ensuring positive outcomes wherever possible.
• Maintain accurate records of customer interactions using CRM and business systems.
• Liaise with production, logistics, sales, and other internal departments to resolve customer issues.
• Conduct follow-up communication to ensure customer satisfaction and build long-term relationships.
• Identify service improvements and contribute to continuous improvement initiatives.
• Analyse recurring issues and help implement corrective actions to prevent future problems.

Candidate Profile

The ideal candidate will possess:

• Previous customer complaints background.
• Strong communication skills, both written and verbal.
• Excellent relationship-building and stakeholder management abilities.
• Good IT skills, including experience with CRM, ERP, and Microsoft Office systems.
• Strong organisational and multitasking capabilities.
• A methodical approach to problem-solving and complaint resolution.
• The ability to work effectively under pressure while maintaining attention to detail.
• A positive attitude with a willingness to learn and develop.