CRM Focal Point

PurposeHandle customer complaints within an assigned region from receipt to closure, verifying cases on the ground at branches and resolving them before they escalate or generate compensation liability.ResponsibilitiesHandle assigned complaints end to end within statutory deadlines, maintaining customer contact throughout the case.Coordinate with the Ministry's regional branch and respond to inspector enquiries within the agreed standard.Verify case facts on site at branches — repair status, parts position, documentation — rather than relying on reported information.Contact customers proactively at key points in the repair cycle, including the day-7 parts checkpoint.Prepare complaint responses setting out the technical finding, the regulatory position and the action taken.Collect and submit documentation requested by inspectors — job cards, repair agreements, technical statements, warranty decisions.Settle customer disputes within delegated authority and document the agreement with the customer.Record all case activity accurately in the complaints register and keep case status current.Report recurring branch-level issues with supporting evidence.Performance MeasuresCases resolved within statutory deadlines · escalation rate · resolution and delay days · compensation value per case · accuracy of case recordsAuthoritySettle cases within the delegated financial limit.Request case documentation directly from branches.Escalate cases approaching statutory deadlines without prior approval.