Company Overview
We are a fast-growing vegetable production and distribution company committed to delivering fresh, high-quality vegetables to retail stores, vendors, and customers. Our focus is on quality, timely service, and customer satisfaction. We believe that excellent customer support is as important as delivering fresh produce, and we are looking for a dedicated Grievance Officer to ensure every customer receives prompt and satisfactory assistance.
Job Summary
We are looking for a professional, patient, and customer-focused Grievance Officer to manage customer queries, complaints, and order-related concerns. The ideal candidate will be responsible for resolving customer issues efficiently while maintaining a positive customer experience. The role requires excellent communication skills, problem-solving abilities, and coordination with internal teams to ensure timely resolutions.
Key Responsibilities
- Handle incoming customer calls, WhatsApp messages, and other communication channels professionally.
- Resolve customer complaints and order-related queries in a timely manner.
- Provide accurate updates regarding order status, delivery timelines, and order confirmations.
- Assist customers with issues such as:
- Order status inquiries
- Missing or incorrect items
- Product quality concerns
- Delivery delays
- Refund, replacement, or compensation requests (as per company policy)
- General order and service-related questions
- Coordinate with the delivery, warehouse, and operations teams to investigate and resolve customer issues.
- Maintain proper records of customer complaints, resolutions, and follow-up actions.
- Escalate unresolved or critical issues to the concerned department or management.
- Follow up with customers to ensure satisfactory resolution of their concerns.
- Maintain a professional, polite, and empathetic attitude during every customer interaction.
- Identify recurring customer issues and share feedback with management to improve service quality.
Requirements
- Graduate or equivalent qualification preferred.
- Minimum 1 year of experience in Customer Support, Customer Service, Call Center, or Complaint Handling is preferred (Freshers with excellent communication skills may also apply).
- Good communication skills in Gujarati and Hindi. Basic English communication is an added advantage.
- Computer knowledge and ability to use Microsoft Excel, Google Sheets, or CRM software.
- Strong listening, communication, and interpersonal skills.
- Ability to remain calm and professional while handling customer complaints.
- Good problem-solving and decision-making abilities.
- Ability to multitask and work in a fast-paced environment.
Preferred Qualities
- Customer-centric approach.
- Excellent communication and active listening skills.
- Patient, polite, and empathetic personality.
- Responsible, disciplined, and self-motivated.
- Strong coordination and follow-up skills.
- Ability to work under pressure while maintaining service quality.
- Positive attitude with a willingness to learn and improve.
Salary & Benefits
- Salary: ₹14,000 – ₹16,000 per month (Based on experience and performance).
- Opportunity for performance-based growth and long-term employment.
- Supportive and professional work environment.
Additional Key Responsibilities
- Collect feedback from both existing and previous customers regarding their overall experience with our products and services.
- Understand customer concerns, complaints, and suggestions by actively listening and asking relevant follow-up questions.
- Identify recurring issues and communicate them to the management and relevant departments for corrective action.
- Conduct follow-up calls with customers after issue resolution to ensure customer satisfaction.
- Maintain records of customer feedback, complaints, and improvement suggestions.
- Analyze customer feedback to identify trends and recommend process improvements to enhance product quality, delivery experience, and customer service.
- Build positive relationships with customers by providing timely support and ensuring their concerns are addressed professionally.
- Coordinate with the operations, delivery, warehouse, and quality teams to resolve customer issues efficiently.
Work Location
In Person – Ahmedabad
Pay: ₹14,000.00 - ₹16,000.00 per month
Work Location: In person
