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Lloyd's Register

Compare

3.5

based on 91 Reviews

24 Lloyd's Register Jobs

Feedback Handler

LRQA

3.5

based on 91 Reviews

6-8 years

Chennai

1 vacancy

Feedback Handler

Lloyd's Register

posted 3hr ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Customer Support Recruitment CRM Continuous Improvement People Development

Job Description

What we re looking for
Are you driven to deliver exceptional client experience and promote continuous improvement
e are looking for a dynamic candidate who excels at actively listening to and acting on clients feedback. In this role, will work towards the effective resolution of client complaints while fostering a culture of excellence and continuous improvement. As a Feedback Handler, you are expected to take ownership of resolving client complaints with professionalism, empathy, and efficiency, ensuring outcomes that strengthen client relationships and align with LRs values. Collaborate with internal teams to analyze both positive and negative feedback, identify trends, and drive improvements that enhance our services to consistently meet or exceed client expectations. This role offers a unique opportunity to make a meaningful impact by shaping our client experience and driving positive change across the organization.

What we offer you

The opportunity to work for an organization that has a strong sense of purpose, is values driven and helps colleagues to develop professionally and personally through our range of people development programmes
Permanent Role - Full-Time

A culture that develops its colleagues and promotes from within and many other additional benefits

The role

Client Feedback Management: Receive, triage, and coordinate client feedback, complaints, compliments, and suggestions through various channels (email, phone, LR website, Connect page).
Responsible for working with Subject Matter Experts (SMEs) various stakeholders/teams (e.g., Service Delivery, Commercial, Technical Support, Quality Assurance) for the investigation and resolution of the complaints.
Coordinate and ensure that a swift and appropriate response will be presented to the client in a prompt manner.
Adhere to the Feedback Handling process, effectively manage workload and achieve individual KPIs.
Escalation Handling: Identify and escalate complex issues or complaints that require further investigation or management involvement and escalate to the appropriate teams/colleagues.
Work closely with the Client Experience and Operations teams to provide feedback and contribute to feedback handling improvements and best practices.
Provide recommendations to improve products, services, and processes based on recurring feedback patterns.
Follow-up: Ensure proper follow-up with customers to confirm resolution and gauge satisfaction.

What you bring

Customer-centric mindset: Strong commitment to delivering exceptional customer service.
Maritime experience
Problem-solving: Ability to quickly identify issues, investigate causes, and implement solutions.
Communication Skills: Excellent verbal and written human-centric communication skills for effective interaction with clients and internal teams.
Empathy Patience: Ability to handle challenging or dissatisfied clients with tact, empathy, and professionalism.
Time Management: Strong organizational and time-management skills to manage multiple tasks and deadlines.
Attention to Detail: Ability to log and document client issues accurately. Data-driven: Analytical skills to track feedback trends and provide actionable insights.
Team Player: Ability to work collaboratively across departments.
Proven experience in customer service, feedback management, or complaint resolution.
Technical Skills: Familiarity with CRM systems would be advantageous,