Grievance Manager will be the primary point of contact for the clients, providing exceptional service and support. The ideal candidate is customer-focused, has excellent communication skills, and is committed to ensuring a positive experience for our clients throughout their interactions with Irish. And also handle the team for better and smooth working of team.
Duties and Responsibilities
Interact with clients through email to address inquiries, concerns, and requests.
Ensure timely and professional responses to client communications.
Ensure accurate and up-to-date data entry, including client information, interactions, and feedback.
Identify and resolve client issues or complaints in a prompt and effective manner.
Collaborate with internal teams to address client needs and provide solutions.
Ensure a smooth transition for clients as they engage with Irish.
Gather client feedback through surveys or direct communication.
Provide feedback to the relevant teams to improve service quality.
Maintain accurate and detailed records of client interactions in the customer relationship management (CRM) system.
Document client feedback, issues, and resolutions.
Proactively engage with clients to build and maintain positive relationships.
Identify opportunities to enhance client satisfaction and loyalty.
Share insights from client interactions to improve overall client engagement.
Contribute to the development and improvement of customer care processes.
Adhere to established customer care standards and key performance indicators.
Participate in training sessions to stay updated on best practices and industry standards.
Note: The principal responsibilities listed above are an illustrative list and not an exhaustive list. Additional responsibilities may be added from time to time depending on organizational requirements.
Education :
Experience:
Special knowledge, abilities and skills
Bachelor’s degree in Business, Communications, or a related field. Proven experience in customer service or a similar client-facing role. Excellent communication and interpersonal skills. Solid problem-solving abilities and a customer-centric mindset.
Familiarity with customer relationship management (CRM) software. Ability to handle challenging situations with professionalism and empathy. Detail-oriented and organized, with strong multitasking abilities.
Willingness to work flexible hours, including evenings and weekends if required.