Contractual
HybridCompany Description
Sheba Platform Limited is a technology-driven company empowering micro-entrepreneurs and small businesses. Through innovative solutions like sManager, Bangladesh’s largest merchant network app, we help over 1 million SMEs manage inventory, sales, and access quick loans. Sheba.xyz, the country’s largest service marketplace, offers 60+ household services and has created 3000+ jobs, while sBusiness.xyz provides a simple, end-to-end business app for HR and admin management, used by 782+ corporations... Read more
Skills
Description
The Officer - Complaint Management is responsible for handling customer complaints efficiently across multiple channels, ensuring timely resolution and excellent customer experience. This role involves maintaining clear communication with customers, documenting issues accurately, and collaborating with internal teams to drive service improvements. The ideal candidate will have strong problem-solving skills, a customer-focused mindset, and the ability to work in a fast-paced environment.
Job Responsibilities
Complaint Resolution: Address and resolve customer complaints across multiple channels (phone, email, chat) efficiently.
Customer Communication: Keep customers informed with timely updates on the status and resolution of their complaints.
Data Management: Accurately document complaint details, resolution steps, and follow-ups in the system.
Cross-team Collaboration: Work with internal teams like customer service, operations, and product to ensure fast and effective issue resolution.
Feedback & Improvement: Collect customer feedback on resolutions and suggest service improvements.
Reporting: Track complaint trends and prepare reports for management to identify key issues and opportunities for service enhancement.
Escalation: Handle complex complaints and escalate issues to senior management when necessary.