Customer Complaint Manager

Vintti is a specialized staffing agency that believes diversity is the catalyst for innovation. We connect US-based SMBs, startups, and firms with exceptional talent from Latin America, fostering a rich tapestry of cultural perspectives within American businesses. Our unique position allows us to handpick professionals who not only possess the required skills but also bring fresh ideas and global insights to the table. Vintti's services go beyond filling positions; we enrich company cultures and expand business horizons on an international scale.

A Customer Complaint Manager is responsible for overseeing the handling of customer grievances to ensure prompt and effective resolution. This role involves managing a team that addresses customer issues, analyzing complaint trends, and implementing strategies for improvement. By coordinating with various departments, the Complaint Manager ensures that all customer concerns are addressed and resolved to maintain satisfaction and loyalty. Additionally, the role requires identifying systemic issues, providing feedback for product and service improvements, and ensuring compliance with company policies and regulatory requirements. This position demands strong communication, problem-solving, and organizational skills to enhance overall customer experience.

- Bachelor's degree in Business Administration, Communication, or a related field.
- Proven experience in customer service, complaint management, or a similar role.
- Strong understanding of customer service principles and practices.
- Excellent communication skills, both verbal and written.
- Strong analytical and problem-solving abilities.
- Proficiency in using customer service software and CRM systems.
- Ability to handle high-pressure situations and manage complex complaints.
- Strong organizational skills and attention to detail.
- Ability to work independently and as part of a team.
- Experience in developing and implementing customer service policies and procedures.
- Strong interpersonal skills and ability to collaborate effectively with multiple departments.
- Knowledge of relevant regulatory requirements related to customer complaints.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Strong report-writing and presentation skills.
- Ability to maintain confidentiality and handle sensitive information.
- Experience in training and mentoring customer service teams.
- Flexibility to respond to urgent or high-priority complaints as needed.

- Address and manage customer complaints received through various channels including phone, email, and social media.
- Analyze and investigate the causes of complaints to determine appropriate resolutions.
- Collaborate with internal departments to address and resolve complaints efficiently.
- Keep comprehensive records of customer complaints, investigations, and resolutions.
- Design and enforce customer service policies and procedures related to complaint handling.
- Train and support customer service staff on effective complaint resolution methods.
- Monitor and analyze customer feedback to foresee and mitigate potential issues.
- Generate and present detailed reports on complaint metrics and trends to management.
- Work with product and service teams to relay customer concerns and feedback.
- Escalate unresolved or complex complaints to senior management when needed.
- Ensure adherence to company policies and regulatory standards in complaint resolution processes.
- Conduct follow-up communications with customers to confirm their satisfaction with resolutions.
- Assess and continuously improve complaint handling processes.
- Facilitate team discussions on complaint trends and develop strategic plans to address issues.
- Handle urgent or high-priority complaints with promptness and professionalism.
- Utilize customer feedback to refine and enhance customer service strategies.
- Develop and refresh standard response templates and guidelines for addressing complaints.

The ideal candidate for the role of Customer Complaint Manager will possess a Bachelor's degree in Business Administration, Communication, or a related field, coupled with proven experience in customer service and complaint management. They will demonstrate a deep understanding of customer service principles and have excellent verbal and written communication skills. With strong analytical and problem-solving abilities, the candidate will proficiently use customer service software and CRM systems to manage and resolve complex complaints. They will excel in high-pressure situations, maintaining composure and professionalism. Organizational skills and attention to detail are paramount, enabling them to maintain comprehensive records and generate detailed reports. The ideal candidate will adeptly collaborate across departments, exhibit leadership and mentoring capabilities, and possess strong interpersonal skills. Knowledge of regulatory requirements, proficiency in Microsoft Office Suite, and the ability to handle sensitive information confidentially are essential. They will have experience in developing and implementing customer service policies, alongside strong conflict resolution and negotiation skills. High emotional intelligence, patience, empathy, and a solution-oriented mindset will drive their effectiveness in managing customer feedback and enhancing service strategies. Adaptability, a positive attitude, a dedication to continuous improvement, and a high level of customer focus are key attributes that will set them apart in this role.

- Review and respond to customer complaints via phone, email, and social media.
- Investigate and analyze the root causes of customer complaints to identify corrective actions.
- Coordinate with relevant departments to resolve complaints promptly and effectively.
- Maintain detailed records of customer complaints, investigations, and resolutions.
- Develop and implement customer service policies and procedures to improve complaint handling.
- Provide training and support to customer service teams on complaint resolution techniques.
- Monitor customer feedback and trends to anticipate and address potential issues.
- Prepare and present regular reports on complaint statistics and insights to management.
- Collaborate with product and service teams to communicate customer issues and feedback.
- Escalate critical or complex complaints to higher management when necessary.
- Ensure compliance with company policies and regulatory requirements related to customer complaints.
- Conduct follow-up communications with customers to ensure satisfaction with complaint resolutions.
- Evaluate the effectiveness of complaint resolution processes and implement continuous improvements.
- Organize and participate in team meetings to discuss trends, share insights, and develop strategies.
- Respond to urgent or high-priority complaints in a timely and professional manner.
- Analyze and utilize customer feedback to enhance customer service strategies and processes.
- Create and update standard response templates and guidelines for complaint handling.

- Empathy and patience in handling customer concerns
- Strong conflict resolution skills
- Exceptional attention to detail
- Ability to think critically and make sound decisions
- Strong leadership and mentoring qualities
- Ability to work under pressure and manage stress
- Excellent listening skills
- High level of integrity and professionalism
- Proactive and solution-oriented mindset
- Adaptability and willingness to learn
- Strong negotiation skills
- Dedication to continuous improvement
- Strong organizational and multitasking skills
- High emotional intelligence
- Positive attitude and resilience
- Strong collaborative skills
- High level of customer focus
- Ability to interpret and analyze data effectively

- Competitive salary range based on experience and qualifications
- Comprehensive health insurance plans (medical, dental, vision)
- Retirement savings plan with company matching contributions
- Paid time off (vacation, sick leave, personal days)
- Paid holidays
- Flexible work hours and remote work options
- Employee wellness programs
- Professional development opportunities and continuing education support
- Tuition reimbursement for relevant courses and certifications
- Access to employee assistance programs (EAP)
- Opportunities for career advancement and internal promotions
- Employee recognition and reward programs
- Life and disability insurance
- Commuter benefits or transportation reimbursement
- Company-sponsored events and team-building activities
- Generous family leave policies
- Gym membership or fitness program reimbursement
- Discounts on company products and services
- Friendly and inclusive work environment
- On-site amenities (e.g., free parking, cafeteria, relaxation areas)