About the Role The Junior Executive Executive Senior Executive will be responsible for managing end-to-end complaint resolution and service delivery coordination for NKA accounts enhancing customer experience and supporting operational efficiency The incumbent will report to the Manager The incumbent will have to work as part of a multi-functional team and this involves collaboration with the internal team and external stakeholders Job Responsibilities Support Manager Operations in building an end-to-end system for complaint management and timely SOS follow-ups for NKA accounts Collate analyse and report complaint data across NKA customers share insights with Manager Enhance customer experience and retention through structured feedback and resolution mechanisms Coordinate with branches and NKA teams to ensure service planning scheduling and timely delivery as per contract Monitor SOS TAT and complaint resolution steps analyse trends and present action plans regularly Execute additional tasks and projects as assigned from time to time Key Result Areas Complaint Management System Customer Experience Enhancement Service Delivery Coordination Data Analysis Reporting SOS TAT Monitoring Requirements Competencies Skills essential to the role Robust communication skills - verbal written and fluent in English local languages preferred Proficient in Google Suite MS Office Analytical skills Cross-functional collaboration Agile Time Management Educational Qualification Other Requirement Bachelor s degree Minimum 2 to 5 years of experience in Service Operations Familiarity with branch functioning iCABs systems and complaint management handling Knowledge of service delivery follow-up and SOS processes Basic pest management knowledge and experience in customer-facing complaint resolution Willingness to travel as per business needs Role Type Key working relationships Individual Contributor Internal team External stakeholders Benefits Our values lie at the core of our mission and vision We believe that it s our people who make our company what it is We believe in Service Relationships Teamwork Responsibility