Resolve merchant complaints received through RBI, nodal officers, social media channels, or
senior management escalations.
- Understand the nature of each query, coordinate with internal stakeholders, and ensure resolution
within defined TATs.
- Prepare Root Cause Analysis (RCA) reports for escalations received.
- Ensure adherence to agreed turnaround times to meet productivity and quality benchmarks.
- Maintain high CSAT scores and ensure no repeat escalations for handled cases.
- Demonstrate flexibility to work in rotational shifts.
- Exhibit innovation and clarity in both written and verbal communication.
Preferred candidate profile
1+ years of experience in a similar role.
• Solid critical thinking and problem-solving abilities.
• Excellent command of English communication (written and verbal).