Complaints Intake Resolution Specialist

3 days ago


Marlow, United Kingdom SRG Full time

About the Role

SRG is seeking a highly skilled Complaints Intake Resolution Specialist to join our team. This individual will play a crucial role in ensuring that customer complaints are handled efficiently and effectively.

Job Summary

The Complaints Intake Resolution Specialist will be responsible for completing the intake process of complaints through phone and email into the Complaint Intake Systems. This includes translations from local language to English when required, initial identification of the complaint code, conducting follow-up activities for missing information, coordinating logistics of complaint sample returns, and communicating results of complaint investigations when requested/required.

In addition to these responsibilities, the Complaints Intake Resolution Specialist will also communicate and cooperate with customers and distributors involved in reported complaints, internal communication and cooperation with relevant local or global stakeholders in other departments involved with complaints management within the organization, support complex complaints that are escalated, serve as a Subject Matter Expert for designated products within the team when required, and decide whether replacement, credit, or warranty claims are warranted and notify appropriate stakeholders to complete the process.

Key Responsibilities



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