Job Title: Team Member – Grievance Redressal
Location: MMR (Mumbai Metropolitan Region)
Department: Operations & Customer Service (Ops & CS)
Reporting To: Grievance Redressal Officer
Experenice:6 yrs to 10 yrs
Job Purpose
To effectively resolve customer complaints received through various channels such as Contact Centre, Centralized Email Desk, Branches, and the Grievance Redressal Desk while ensuring timely and quality resolution.
Key Responsibilities
- Handle customer complaints and grievances within defined TAT.
- Manage case initiation, customer interactions, complaint investigation, and case closures.
- Draft final resolution responses and ensure accurate communication with customers.
- Coordinate with Internal Ombudsman (IO) Office and internal stakeholders for complaint resolution.
- Maintain productivity, quality, and First Pass Through (FPT) targets.
- Monitor case ageing and ensure timely closures.
- Identify recurring complaint trends and highlight process gaps for corrective actions.
- Ensure adherence to internal quality standards and compliance requirements.
Key Performance Indicators (KPIs)
- TAT adherence and complaint closure targets.
- Case ageing control.
- First Pass Through (FPT) and quality scores.
- Customer Satisfaction (CSAT) scores.
- Daily productivity and throughput targets.
Required Skills
- Good verbal and written communication skills.
- Customer handling and complaint resolution skills.
- Strong analytical and problem-solving abilities.
- Ability to coordinate with multiple stakeholders.
- Attention to detail and quality orientation.
- Proficiency in MS Office and CRM systems.
Preferred Candidate Profile
- Graduate in any discipline.
- Experience in Customer Service, Complaint Handling, Banking Operations, or Grievance Redressal preferred.
- Freshers with excellent communication skills may also be considered.
Working Days
- 6 Days Working
- Rotational shifts (as per business requirement)
Pay: ₹40,000.00 - ₹50,000.00 per month
Benefits:
Work Location: In person
