Complaint Reception Clerk (Non-Telephone Methods)
くじょううけつけじむいん（でんわいがいによるもの）
Industry & Occupation
Classification
Summary
A clerical role that receives complaints via non-telephone channels such as email, letters, and web forms, records and analyzes the content, and contacts and reports to relevant departments.
Description
Non-telephone complaint reception clerks receive complaints and requests sent to companies or local governments via non-voice channels such as email, letters, web forms, and SNS, and organize and record the content. They enter the received information into customer management systems, relay and escalate to relevant departments based on the content, and follow up on processing status. They may also visualize complaint trends through document creation and data analysis, and propose service improvements.
Future Outlook
Demand is expected to remain stable with the expansion of digital channels such as email and chat. While automation via AI chatbots advances, human judgment and specialized responses will continue to be required for complex complaints.
Personality Traits
Calm and composed / Empathetic / Patient / Strong sense of responsibility
Work Style
Full-time / Office Work / Part-time / Remote / Shift
Career Path
Senior Complaint Reception Clerk → Team Leader → Supervisor → Manager → Department Head
Required Skills
Customer Management System Operation / Email Software Operation / Office Software / PC Basic Operation
Recommended Skills
Complaint Response / Data Analysis / SNS Response Skills
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Attention to Detail & Accuracy | Because it is necessary to accurately grasp subtle expressions and factual relationships. |
| Communication Skills | Because it is necessary to communicate accurately and clearly via email or documents. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Creativity & Ideation | Because routine responses are the main focus rather than generating new ideas. |
| Numerical & Quantitative Analysis | Because advanced numerical analysis is not required. |
| Physical Stamina & Endurance | Because it is mainly desk work with low physical demands. |
Related Qualifications
- Business Manners Certification
- Microsoft Office Specialist (MOS)
Aliases
- Claim Reception Clerk
- Claim Response Clerk
- Complaint Handling Clerk
Related Jobs
- Call Center Operator
- Complaint Reception Clerk (Telephone-Based)
- Customer Service Clerk
- Customer Support Representative