CRM Focal Point – Customer Complaints Specialist
Petromin Corporation · Dammam
Job description
About the role
The CRM Focal Point is responsible for handling customer complaints within an assigned region, from receipt to closure. The role ensures cases are verified on‑site at branches, resolved promptly, and documented accurately to avoid escalation or compensation liability.
Key responsibilities
- Manage assigned complaints end‑to‑end, meeting statutory deadlines while maintaining continuous customer contact.
- Verify case facts on‑site at branches, including repair status, parts position and documentation.
- Proactively contact customers at key points in the repair cycle, such as the day‑7 parts checkpoint.
- Prepare detailed complaint responses outlining technical findings, regulatory positions and actions taken.
- Collect and submit documentation requested by inspectors, such as job cards and technical statements.
- Settle customer disputes within delegated authority and record agreements.
- Accurately record all case activity in the complaints register and keep status current.
- Report recurring branch‑level issues with supporting evidence and monitor performance metrics.
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Published 1 week ago
Expires 1 month from now
25 views · 0 interested
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Petromin Corporation
Dammam