: Team Member – Grievance Redressal

Location: Mumbai Metropolitan Region (MMR)

Department: Operations & Customer Service (Ops & CS)

Reporting To: Grievance Redressal Officer

Experience: 6–10 Years

Working Days: 6 Days a Week

Shift: Rotational shifts as per business requirements

Job Purpose To resolve customer complaints received through various channels, including the Contact Centre, Centralized Email Desk, Branches, and Grievance Redressal Desk, ensuring timely and quality resolution within defined TAT.

Key Responsibilities

- Handle customer complaints and grievances within defined turnaround times (TAT).
- Manage case initiation, customer interactions, complaint investigation, and case closure.
- Draft final resolution responses and ensure clear, accurate communication with customers.
- Coordinate with the Internal Ombudsman (IO) Office and internal stakeholders for complaint resolution.
- Maintain productivity, quality, and First Pass Through (FPT) targets.
- Monitor case ageing and ensure timely closure of complaints.
- Identify recurring complaint trends and highlight process gaps for corrective action.
- Ensure adherence to internal quality standards and compliance requirements.





Key Performance Indicators (KPIs)
- Turnaround time (TAT) adherence and complaint closure targets.
- Case ageing management.
- First Pass Through (FPT) and quality scores.
- Customer Satisfaction (CSAT) scores.
- Daily productivity and case throughput targets.

Required Skills
- Excellent verbal and written communication skills.
- Solid customer handling and complaint resolution abilities.
- Analytical thinking and problem-solving skills.
- Ability to coordinate effectively with multiple stakeholders.
- Strong attention to detail and quality orientation.
- Proficiency in MS Office and CRM systems.

Candidate Profile
- Graduate in any discipline.
- 6–10 years of relevant experience in customer service, complaint handling, banking operations, or grievance redressal.
- Experience in managing customer escalations and coordinating with internal stakeholders is preferred.
- Ability to work in a target-driven environment while maintaining quality and compliance standards.

Pay: ₹25,000.00 - ₹50,000.00 per month

Benefits

- Provident Fund

Work Location: In person

📌 Grievance Redressal (Thane)
🏢 scymes services pvt
📍 Thane