Looking for Nodal Team - Customer Service

A.Nodal Operations & Escalation Management

- Lead and manage the Nodal team responsible for handling customer escalations received through emails, regulatory channels, and other escalation platforms.
- Monitor the Nodal mailbox and customer escalations on a daily basis and ensure appropriate allocation to the respective teams.
- Ensure all customer complaints are acknowledged, investigated, and resolved within the defined TAT and SLA.
- Monitor pending, ageing, and critical complaints and drive timely closure with respective departments.
- Coordinate with Billing, Technical, Sales, CRM, IT, Call Centre and other functional teams for effective complaint resolution.
- Escalate critical and high-impact customer issues to senior management with appropriate RCA and recommended action.

B. TRAI & Regulatory Complaint Management

- Ensure customer complaints received through TRAI/Nodal channels are handled and closed within the prescribed regulatory TAT.
- Validate the resolution provided by the respective teams before communicating the final response to customers.
- Maintain proper documentation and records of regulatory complaints for audit and compliance purposes.
- Identify recurring regulatory complaints and coordinate with concerned teams for Root Cause Analysis (RCA) and permanent corrective action.
- Ensure adherence to applicable TRAI regulations, company policies and customer grievance redressal processes.

C. National Consumer Helpline (NCH) & Social Media Complaints

- Manage and monitor complaints received through the National Consumer Helpline (NCH) and other consumer grievance platforms.
- Ensure timely investigation and closure of NCH complaints within the defined SLA/TAT.
- Monitor customer complaints received through Instagram, Facebook, X/Twitter and other social media platforms.
- Coordinate with Marketing, Digital, Technical,



Finance and Operations teams for timely resolution of social media complaints.
- Validate the response before closure to ensure accuracy, completeness and appropriate customer communication.
- Monitor negative customer sentiment, recurring issues and high-impact complaints and highlight them to management.
- Identify emerging customer pain points from social media and recommend process improvements.

D. Quality Monitoring & Customer Experience

- Drive customer experience and service quality initiatives across Call Centre and Nodal operations.
- Conduct regular call, email and complaint audits to assess the quality and accuracy of customer handling.
- Validate whether customer complaints have been correctly understood, investigated and resolved.
- Audit customer interactions relating to:
- Billing issues
- Technical complaints
- Recharge-related issues
- Service requests
- Status enquiries
- Channel/package-related complaints
- Account-related issues
- General complaints and feedback

- Identify gaps in agent communication, process adherence and resolution quality.
- Provide structured feedback to team leaders, quality teams and operations teams.
- Track corrective actions and ensure improvement in repeat or recurring complaint areas.

E. Team Management & Performance Monitoring

- Lead, guide and monitor the Nodal/Customer Experience team to achieve operational and customer service objectives.
- Allocate workloads and ensure effective utilization of team members.
- Conduct regular performance reviews and provide feedback to team members.
- Track individual and team-level KPIs and identify performance gaps.
- Develop team members through coaching, mentoring and knowledge-sharing.
- Ensure proper backup and business continuity for critical Nodal and customer escalation activities.
- Promote accountability, ownership and timely closure within the team.

Known Languages:English/Tamil/Hindi/Kannada/Malayalam

Interested candidates, can share your updated resume to "[email protected]"

📌 Hiring For Sr.Executive/Assistant Manager - Nodal (Chennai)
🏢 Sun Direct
📍 Chennai