1. Investigate & resolve customer complaints & grievances and provide end to end solution to the customer within the given TAT. • Robust understanding of customer experience and Omni-channel service delivery
2. Develop & implement processes to manage & track customer complaints.
3. Collaborate with cross-functional teams to resolve complex issues.
4. Analyze customer feedback to identify trends & areas for improvement.
5. Provide training & guidance to customer-facing teams on grievance handling.
6. Ensure compliance with regulatory requirements & company policies.
7. Monitor & report on grievance resolution metrics & performance.