Customer Care Senior Specialist

Job Purpose:

Responsible for managing customer requests, escalations, and service-related issues to ensure a high-quality and seamless customer experience. This role acts as a key liaison between customers and internal departments, ensuring accurate order processing, timely resolution of complaints, and proactive communication. In addition, the Senior Specialist supports process improvement initiatives and contributes to building long-term customer relationships that drive loyalty and satisfaction.

Key Responsibilities:

· Act as a key point of contact with customers, ensuring smooth communication from initial product delivery through final receipt confirmation.

· Gather and analyze customer satisfaction feedback by developing and administering surveys focused on customer experience and product quality.

· Lead the coordination of complaint resolution efforts for transformer products, collaborating with relevant departments to deliver timely solutions.

· Conduct proactive after-sales follow-ups and performance checks to ensure units operate effectively, escalating potential risks to the after-sales team.

· Assist in developing analytical reports from customer satisfaction surveys, identifying recurring issues, and recommending corrective action plans.

· Coordinate with Quality Assurance, Quality Control, After-Sales, and Technical Office teams to address customer concerns in line with the Customer Complaints Committee's decisions.

· Support and track customer satisfaction improvement initiatives to ensure measurable results and continuous service enhancement.

· Follow up with the Procurement/Purchasing teams to ensure timely availability of materials required for complaint resolution.

· Prepare and maintain detailed reports on customer complaint status, deviations, and key observations to support leadership decision-making.

Technical competencies:

· Advanced knowledge of ERP/CRM systems for order and complaint management.

· Strong understanding of customer service principles and best practices.

· Ability to analyze service data and reports to identify trends and improvement opportunities.

· Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).

· Familiarity with order-to-cash processes and service workflows.

Qualification & Education:

· Education: Bachelor's degree in Business Administration or a related field

· Years of Experience: 3–5 years of experience in customer service, complaint resolution, or after-sales support, preferably in a manufacturing or industrial environment.