Complaint Coordinator Job Description and Duties

Updated on: January 8, 2021
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Complaint Coordinator Job Description

Complaint coordinators are hired by companies that take customer service and satisfaction seriously.

The basic work of an individual hoping to bag a position as a complaint coordinator is to ensure that customers’ complaints are not just acknowledged, but also resolved in a timely and efficient manner.

When there is an issue with a product or a service, a complaint coordinator makes sure that all is handled to the customers’ satisfaction, and while remaining within the parameters of professional conduct.

Usually, a bachelor’s degree in business or a related field is considered sufficient to be considered eligible for a complaint coordinator position. Prior experience in a similar position will of course make you a better candidate for this position.

As a complaint coordinator, there is a lot that you need to keep in mind. For instance, you have to possess great insight into handling customer care duties, ensuring that customer satisfaction is your foremost priority.

In addition to this, it is important for you to possess exceptional written and verbal communication skills, so that you can effectively work with people from different backgrounds. Additionally, it is imperative for you to be completely comfortable with the quality assurance metrics of a company.

Some of the main duties that you will be performing in this role include:

Complaint Coordinator Duties and Responsibilities

• Analyze complaints and investigate product quality complaints in a profound manner.

• Participate in corrective actions based on root cause analysis, and coordinate tracking and center approval for all complaints.

• Organize inspection of returned goods and assessments of products for repacking or restocking.

• Log, update, and maintain accurate complaint documents on a regular basis.

• Notify manufacturers of product performance-related complaints and loading actions.

• Review credit requests related to product or service complaints to ensure that they are applied and processed timely.

• Coordinate assigned investigations including drafting of reports for review.

• Research and review the written responses for approval, and determine root causes of complaints.

• Track all communication, problems, and requests from customers, and ensure that they are logged in properly.

• Perform research work, and troubleshoot issues pertaining to complaints, ensuring that all aspects are properly covered.

• Coordinate corrective actions and handle center approval for all lodged complaints.

• Manage complaint reporting systems and procedures, ensuring that initial proceedings do not conflict with company procedures.

• Set up with heads of departments to determine if complaints are founded or unfounded.

• Develop and keep under review best practice guidance for the handling of all complaints.