We are looking for a proactive and experienced Customer Relationship Officer (CRO) to manage high-priority customer complaints, monitor online brand reputation, and ensure quick resolution of delivery and service escalations for our fast-growing omni-channel retail brand.
Key Responsibilities
Escalations & Grievance: Resolve high-priority customer complaints (delivery delay, damaged items, refund/exchange) via call and WhatsApp within 24 hours.
Online Reputation (ORM): Track and resolve negative reviews and comments on Instagram, Facebook, and Google to protect brand image.
Dispute Handling: Manage consumer complaints, chargebacks, and escalations with calm phone negotiations to prevent legal issues.
Courier Coordination:
Daily follow-up with courier partners (Delhivery, Bluedart, etc.) to transparent stuck parcels and reduce RTO.
Team & Reporting: Monitor frontline support executives, audit call/chat quality, and log daily escalation metrics on Google Sheets.
Requirements
1–3 years experience in Customer Support, Grievance Handling, or Banking/Finance telecalling.
Strong verbal Hindi communication and polite WhatsApp/email writing skills.
High patience and negotiation ability with upset customers.
Basic working knowledge of Google Sheets and WhatsApp Business.
Pay: ₹18,000.00 - ₹24,000.00 per month
Perks
Cell phone reimbursement
Flexible schedule
Health insurance
Internet reimbursement
Leave encashment
Provident Fund
Work Location: In person
📌 Customer Support Team Leader Sikar
🏢 KCPC BANDHANI
📍 Sikar
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