Job Description
We are hiring!
Admin Coordinator
Complaints & Customer Resolution
We are looking for a proactive and customer-focused professional to take ownership of our customer complaint resolution process and ensure timely, fair and consistent solutions.
Key Responsibilities
- Manage the end-to-end complaint resolution process through the Call Centre and Hotline.
- Ensure all complaints are resolved and closed within 7 days.
- Coordinate complaint reviews with Operations, Retail, Sales & Marketing and Plant teams.
- Present complaint cases to the review panel and facilitate agreed solutions and settlements.
- Maintain accurate records and keep customers updated at every stage.
- Prepare daily and weekly complaint reports and analysis.
- Identify trends, root causes and areas for improvement.
- Develop and follow up on action plans to reduce complaint volumes.
- Supervise and guide Call Centre Assistants on complaint intake and customer communication.
- Escalate urgent or recurring issues to management.
- Coordinate with all relevant departments to ensure timely resolutions.
Qualifications & Experience
- Degree/Diploma in Business Administration, Customer Service Management or a related field.
- 1–2 years' experience in complaint handling, customer service or quality management.
- Experience in coordinating cross-functional teams or committees is an added advantage.
- Strong analytical, communication and problem-solving skills.
- Proficient in MS Excel and MS Word.
- Ability to work under pressure and meet strict deadlines.
What We're Looking For
- Excellent communication skills
- Strong coordination and follow-up ability
- Analytical and problem-solving mindset
- Customer-focused approach
- Strong attention to detail
- Ability to handle difficult customer situations professionally
APPLY NOW
Send your CV to careers@laundromat.lk with the subject "Application – Admin Coordinator"