Handle incoming grievance and support calls from users.
Understand, record and appropriately route grievances/complaints.
Provide accurate information and assistance as per defined processes/SOPs.
Coordinate with concerned officials for grievance resolution and follow-up.
Maintain call/grievance records in the designated system.
Perform basic computer and MS Office-related tasks.
Escalate unresolved or critical issues to the concerned authority.
Maintain qualified and courteous communication with callers.
Perform other call-handling/support activities related to the grievance redressal system.
Required Skills:
Valuable verbal and interpersonal communication skills.
Positive command of Hindi and English*.
Basic computer and MS Office knowledge.
Positive listening,
problem-solving and coordination skills.
Ability to work as per project/operational requirements.
Experience: Prior experience in Helpdesk/Call Centre/Customer Support in Government/PSU Grievance handling preferred
Experience