The Customer Support Analyst - Grievances is responsible for managing, investigating, and resolving customer complaints and escalations within defined service levels and regulatory guidelines. The role involves root cause analysis, stakeholder coordination, complaint trend monitoring, and ensuring a superior customer experience through timely and effective grievance resolution.
Key Responsibilities Complaint Management
Ensure timely acknowledgment, tracking, and closure of complaints as per defined TATs.
Maintain accurate records of customer interactions and resolutions in CRM systems.
Escalate critical or sensitive complaints to relevant stakeholders and management.
Investigation & Resolution
Conduct thorough analysis of customer complaints and gather facts from internal systems and teams.
Coordinate with operations, billing, technology, sales, and other departments to identify root causes.
Provide appropriate, customer-centric resolutions while adhering to company policies and regulatory requirements.
Draft transparent and skilled responses for customers and regulatory authorities.
Regulatory & Compliance Support
Ensure grievance handling complies with applicable regulatory and internal guidelines.
Support responses to complaints received through ombudsman, consumer forums, regulatory bodies, or nodal channels.
Maintain complaint documentation and audit readiness.
Reporting & Analytics
Analyze complaint trends, recurring issues, and customer pain points.
Prepare periodic MIS reports and dashboards on grievance performance metrics.
Identify prospects for process improvement and reduction of complaint volumes.
Track key metrics such as complaint aging, resolution TAT, first-contact resolution, and customer satisfaction.
Process Improvement
Recommend corrective and preventive actions based on complaint insights.
Participate in process reviews and quality improvement initiatives.
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