Job Title: Nodal Escalation Officer

Job Location: Juinagar, Navi Mumbai, Maharashtra
Department: Grievance Redressal
Experience: 2–3 Years
Maximum Age: 32 Years
Qualification: Graduation / Post-Graduation

About the Role

We are looking for a dedicated and detail-oriented Nodal Escalation Officer to manage high-priority customer complaints and ensure timely, accurate, and effective resolution. The ideal candidate should have experience in grievance handling, strong problem-solving skills, and the ability to coordinate with multiple teams to deliver excellent customer service.

Key Responsibilities

- Handle and resolve escalated customer complaints received from Nodal, Principal Nodal Officer (PNO), and CMD desks.
- Ensure timely resolution of complaints and minimize repeat escalations or complaint reopens.
- Maintain high standards of response quality, accuracy, and ticket documentation.
- Identify root causes of recurring complaints and recommend process improvements.
- Coordinate with internal departments to ensure faster grievance resolution.
- Ensure adherence to defined resolution timelines and service quality standards.




- Maintain accurate records of complaints, actions taken, and final resolutions.

Required Skills

- Strong experience in customer grievance handling and escalation management.
- Excellent written and verbal communication skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Ability to handle sensitive and high-priority customer complaints professionally.
- Good coordination and stakeholder management skills.
- Attention to detail and commitment to timely complaint resolution.

Educational Qualifications

- Graduation: B.Com, B.Sc., B.A., BBI, BMS, or equivalent.
- Post-Graduation: MBA, M.Com, M.A., or equivalent.

Experience Required

- 2–3 years of relevant experience in grievance handling, complaint resolution, or escalation management.

Interested candidates: Apply now to be part of a team focused on effective grievance resolution and improved customer experience.

Pay: ₹300,000.00 - ₹990,000.00 per year

Perks:

- Provident Fund

Work Location: In person

📌 Nodal Escalation Officer (Navi Mumbai)
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📍 Navi Mumbai