Tamrin International Trading PLC Verified

Executive - Customer Complaint & Resolution

ADDIS ABABA, ETHIOPIA FULL TIME High Skilled

Posted Sep 22, 2026

Experience High Skilled

Salary Negotiable

deadline Sep 29, 2026 6 days left

Job Description

1. Executive - Customer Complaint & Resolution

Objective of the Role

The Executive – Customer Complaint & Resolution is responsible for receiving, investigating, and resolving customer complaints across multiple channels. The role ensures timely, fair, and policy-compliant resolutions, coordinates with internal teams, and escalates high-risk issues when necessary. It consolidates complaint data for group-level reporting, communicates empathetically with customers, and highlights recurring issues for systemic improvement.

Key Responsibilities

Receive and log customer complaints via phone, email, social media, and in-person channels.
Investigate issues and gather relevant information from customers and internal teams.
Provide prompt responses and updates to customers regarding complaint status.
Coordinate with sales, service, operations, and finance teams to resolve complaints.
Ensure resolutions are fair, timely, and aligned with company policies.
Escalate unresolved or high-risk complaints to the Manager – Customer Support & Service.
Work with subsidiary customer support teams to ensure consistent complaint handling practices.
Consolidate subsidiary complaint data for group-level reporting.
Communicate empathetically and professionally with customers during resolution.
Provide clear explanations of corrective actions taken.
Follow up with customers to confirm satisfaction after resolution.
Maintain accurate records of complaints, resolutions, and timelines in CRM systems.
Prepare reports on complaint trends, resolution rates, and customer satisfaction.
Highlight recurring issues for systemic improvement.