Senior Grievance Handling Executive Position Senior Grievance Handling Executive Department Customer Experience Operations Location Kochi Kadavanthra Salary 25-28k Role Overview We are looking for an experienced and proactive Senior Grievance Handling Executive to manage escalated customer issues across multiple channels The ideal candidate will handle complex social media escalations address legal and compliance-related concerns and ensure timely and effective grievance resolution in alignment with company policies Key Responsibilities Handle and resolve high-level customer grievances received through social media email calls and other platforms Manage sensitive and escalated cases ensuring prompt and accurate responses Coordinate with internal teams Operations Legal Compliance etc for issue resolution Address and document legal escalations and compliance-related matters as per guidelines Monitor social media platforms for potential escalations and ensure brand reputation is maintained Analyze grievance trends and provide actionable insights to management Maintain detailed records of complaints actions taken and closure status Develop and implement grievance-handling SOPs for improved process efficiency Ensure adherence to regulatory requirements and company policies during resolution Mentor junior team members in grievance handling and customer interaction best practices Required Skills Qualifications Bachelor s degree in any discipline MBA preferred 2-3 years of experience in grievance handling customer service escalations or similar roles Strong experience in managing social media escalations Exposure to legal escalations and compliance-related workflows Excellent communication problem-solving and decision-making skills Ability to handle high-pressure situations with professionalism and empathy Strong analytical skills with attention to detail Proficiency in MS Office and CRM social media management tools Preferred Attributes Experience in EdTech Finance BFSI or service-driven industries Knowledge of consumer protection guidelines and escalation protocols Ability to work collaboratively across departments Job Type Full-time Benefits Cell phone reimbursement Work Location In person Job Type Full-time Pay 25 000 00 - 28 000 00 per month Perks Cell phone reimbursement Work Location In person

📌 Senior Customer Service Executive (Kerala)
🏢 UGI - UNITED GROUP OF INITIATIVES
📍 Kerala