Inbound Call Management: Answer incoming calls from customers specifically reporting issues with their orders. Claims Intake & Verification: Listen carefully to the customer’s issue, verify order details, and guide them on how to submit the required evidence (photos/videos of damage). Documentation: Record all complaint details in the CRM system immediately, ensuring all necessary data is captured for the backend team to process. De-escalation: Use professional communication techniques to calm angry or disappointed customers and maintain the company's professional reputation. Policy Explanation: Clearly explain Arika’s return, replacement, and warranty policies to customers so they understand what to expect next. Status Updates: Provide updates to customers regarding the progress of their existing claims (if applicable).