Key Responsibilities:
Manage customer complaints from receipt to closure across multiple channe ls. Ensure timely resolution and SLA adheren ce. Analyze complaint trends and prepare MIS/reporting dashboar ds. Track KPIs such as TAT, closure rate, and customer satisfacti on. Coordinate with cross-functional teams to resolve customer issu es.* Support customer experience initiatives, NPS, VOC, and service improvement progra
ms.
Requirement s:
4–7 years of experience in Customer Operations, CRM, Customer Service, or Complaint Manage ment. Robust analytical, communication, and stakeholder management sk ills. Proficiency in MS Excel, CRM tools, and Powe r BI.* Experience in Retail, QSR, FMCG, Hospitality, or Customer Experience is prefe rred.