Roles and Responsibilities :

- Manage customer complaints and grievances through effective query resolution, ensuring timely closure of issues.
- Provide excellent email support to customers, addressing their concerns and resolving problems efficiently.
- Handle complex customer queries related to products or services, escalating issues when necessary to ensure prompt resolution.
- Develop strong relationships with customers by providing empathetic support, understanding their needs, and offering solutions.
- The team will be responsible for solving the service request and RBI reportable complaints received from various channels (Voice, Non-Voice, CGOs and ODR channel etc).
- The team will follow the approved SOP for resolving the complaints at various stages and update the status of each complaint on CRM.
- Effectively address and resolve Customer service request within define timelines.
- Check Customer details before raising the issue with other stakeholders / respective teams for closure.
- Ensuring proper validation before removing any block / freeze from customer account.
- Collaborate with relavent stake holders to ensure timely resolution and continuous improvement of services




- Timely highlighting the issues if any complaint and request goes out of TAT
- Follow all RBI circulars related to complaint management
- End-end closure of customer request and complaint on CRM
- Responsible for quality communication and customer servicing as per the bank guidelines.
- Ensuring Customer delight and consistent service experience.
- Adherence to Information Security norms & quality process norms.
- To be aware of and comply with all the updates related to the process.

Job Aspects

Shift timing: rotational

Working days: 6days with rotational week-off

Work Mode: In office

- Each complaint will go through various stages which need to be validated end to end.

Key highlight :

- 4-5 years of experience in a similar role within the internet industry.
- Excellent communication skills for handling customer escalations via phone calls, emails, or chats.
- Strong problem-solving abilities for resolving technical issues and complaints effectively.
- Ability to work independently with minimal supervision while maintaining high levels of productivity.

📌 Query Resolution Team (Gurugram)
🏢 Airtel Payments Bank
📍 Gurugram