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    Manager-Customer complaints - Bengaluru, India - Tejas Networks

    Tejas Networks
    Tejas Networks Bengaluru, India

    5 days ago

    Default job background
    Telecommunications
    Description

    About Tejas Networks

    Tejas Networks designs, develops and sells high-performance networking products to telecommunications service providers, internet service providers, utilities, defence and government entities in over 75 countries. Tejas products utilize programmable, software-defined hardware architecture with a common software code-base that delivers seamless upgrades of new features and technology standards.

    Job Overview:

    As the Manager of Customer Complaints & Field Returns, you will be responsible for overseeing the customer complaint handling and field return processes within our organization. You will lead a team and collaborate with cross-functional departments to ensure timely and effective resolution of customer complaints, as well as the efficient management of field returns. Your expertise in customer service, quality management, and problem-solving will be critical in maintaining customer satisfaction, driving product improvements, and optimizing after-sales processes.

    Key Responsibilities:

    Customer Complaint Management:

    • and implement a comprehensive customer complaint management process, ensuring timely resolution and customer satisfaction.
    • the investigation and analysis of customer complaints, identifying root causes, and implementing corrective and preventive actions.
    • with cross-functional teams, including Quality Assurance, Engineering, and Product Development, to address and resolve customer complaints effectively.
    • and report on key performance indicators (KPIs) related to customer complaints, tracking trends, and implementing continuous improvement initiatives.

    Field Returns Management:

    • and implement field returns management procedures, ensuring efficient handling and disposition of returned products.
    • with cross-functional teams to determine the root causes of field returns and drive corrective actions.
    • the evaluation and disposition of returned products, managing repair, replacement, or refund processes as per company policies and customer agreements.
    • with Supply Chain and Manufacturing teams to minimize field returns through process improvements and product quality enhancements.

    Customer Satisfaction and Communication:

    • effective communication and responsiveness to customers throughout the complaint and returns processes.
    • and maintain strong relationships with key customers and stakeholders, acting as the point of contact for escalated customer issues.
    • customer satisfaction surveys and analyze feedback to identify areas for improvement and drive customer-centric initiatives.
    • with Sales and Marketing teams to leverage customer feedback for product improvements and enhanced customer experiences.

    Data Analysis and Reporting:

    • and analyze data related to customer complaints and field returns, generating reports and insights for management review.
    • trends, patterns, and recurring issues in customer feedback, highlighting opportunities for product and process improvements.
    • and present reports on customer complaints, returns, and resolution metrics to senior management and cross-functional teams.
    • data analytics tools and methodologies to gain actionable insights and drive continuous improvement initiatives.

    Qualifications and Requirements:

    • degree in Business, Engineering, Quality Management, or a related field.
    • experience in customer complaint management, returns management, or related roles.
    • knowledge of customer service principles and best practices.
    • with quality management systems and problem-solving methodologies (e.g., Six Sigma, 8D).
    • analytical and problem-solving skills, with attention to detail and data-driven decision-making.
    • project management skills, with the ability to manage multiple projects and stakeholders concurrently.
    • communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at various levels.
    • skills and the ability to manage and develop a team.
    • in data analysis and reporting tools.
    • with CRM systems and complaint management software is a plus.
    • of regulatory compliance standards and customer satisfaction measurement frameworks is desirable.

    As the Manager of Customer Complaints & Field Returns, you will play a vital role in ensuring customer satisfaction, driving continuous improvement, and optimizing after-sales processes. If you are a customer-focused and results-oriented professional with a passion for quality management and problem-solving, we invite you to join our team and contribute to our company's success in delivering exceptional customer experiences and driving product improvements.

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