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