- Receive, acknowledge, investigate, and resolve customer complaints within defined timelines.
- Maintain detailed and accurate records of all customer interactions and grievances.
- Ensure timely closure of complaints or escalate to concerned departments when required.
- Follow up with customers to confirm resolution and satisfaction.
2.
Record
Keeping & Reporting
- Maintain a centralized and updated database of all grievances, including complaint type, escalation levels, and resolution status.
- Prepare periodic MIS reports on grievance trends and resolution metrics for management review.
- Identify recurring issues and recommend process improvements to enhance service quality.
3.
Customer
Engagement
- Drive initiatives to improve customer experience and strengthen engagement.
- Conduct periodic customer satisfaction surveys and analyze feedback.
- Collaborate with cross-functional teams to ensure timely and effective resolution of customer concerns.