Customer Complaints Executive | 33-35K

Customer Complaints Executive | 33-35K

Job Summary:

My client a top motor organisation based in D12 is seeking a detail-oriented, empathetic, and solution-driven Customer Complaints Executive to manage and resolve customer complaints efficiently and professionally. The ideal candidate will act as a bridge between the customer and internal teams, ensuring that all concerns are addressed in a timely manner while maintaining customer satisfaction and brand reputation.

The ideal candidates will be:

·        Resilience

·        Problem solving

·        Remaining calm and focused

·        Ability to walk and talk (i.e. think and talk)

·        Empathy

·        Understanding the customer point of view

·        Strong communication skills with friendly telephone manner

·        Take responsibility

·        Patience when dealing with difficult customers

·        Attention to detail and accuracy in documenting complaints

Key Responsibilities:

• Complaint Handling: Receive, investigate, and resolve customer complaints across various channels (email, phone, social media, etc.) in accordance with company policies and regulatory requirements.
• Documentation: Maintain accurate and detailed records of all complaints and their resolutions in the CRM system.
• Customer Communication: Communicate clearly, empathetically, and professionally with customers throughout the complaint resolution process.
• Internal Liaison: Work closely with relevant departments (e.g., sales, logistics, technical support) to ensure comprehensive and timely resolution of issues.
• Compliance: Ensure complaint handling procedures comply with legal, regulatory, and internal policy standards (e.g., GDPR, FCA if applicable).
• Continuous Improvement: Recommend and help implement process improvements to enhance the customer experience and reduce complaint volume.

Required Skills and Qualifications:

• Proven experience in a customer complaint handling role (2+ years preferred)
• Strong communication and interpersonal skills
• Excellent problem-solving and negotiation abilities
• Ability to remain calm under pressure and manage difficult conversations tactfully
• High attention to detail and organizational skills
• Proficiency in Microsoft Office and CRM systems (e.g., Salesforce, Zendesk)
• Familiarity with industry-specific regulations and compliance standards is a plus

To be considered please apply directly or contact clara.barry@cpl.ie