Required Skills & Competencies
Customer Service & Relationship Management
Communication & Interpersonal Skills
Integrity and solid ethical standards.
Effective communication and reporting.
Process orientation and cutting-edge mindset.
Networking and stakeholder management.
Problem-Solving & Resolution Management.
Escalation & Complaint Management
Key Responsibilities Respond to customer complaints
Strictly adhere to the Grievance Framework designed for the team.
Resolve and respond to customer complaints, escalated to Senior Management, Regulators, National consumer helpline, Nodal officers and FRC from RBI.
Documentation of Customer Complaint which is fairly and efficiently executed in CRM
Ensure end to end closure of complaint and zero recurrence.
Respond to complaints received on the regulators portal and ensure redressal within timelines.
Monitor & Analyze complaint types
Monitor the types of complaints received and analyze reasons, trends and share observations.
Identify gaps basis nature of complaints received, suggest improvement measures to the SH- Grievance Redressal and Service Head and liaise with stake holders for process enhancement.
Stakeholder Management
Maintain effective relationships with all internal stakeholders involved in resolving customer escalations.
Effectively liaise with other support functions and external agencies to ensure smooth functioning of daily events.
MIS and Dashboard for Senior Management
Maintain a detailed MIS on complaints and escalations
Circulate weekly, monthly and quarterly MIS to the Senior Management on customer escalations and complaints.
Root Cause analysis of complaints received
Conduct detailed Root Cause analysis for complaints received by the Escalation team and Publish observations in a structured manner to relevant stake holders on a timely manner.
Audits
Responsible for maintaining required data/MIS/evidences which may be required during audits.
Participate in statutory, internal and external audits when required.
📌 Nodal Complaints Officer Maharashtra (India)
🏢 Aditya Birla Capital
📍 India
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