Customer Grievance Manager

Role Summary

She will manage and address customer complaints and grievances, ensuring that all issues are resolved promptly and efficiently and that a proper escalation matrix is followed. The individual in this role will lead a team that communicates with customers, investigates complaints, and ensures the companys commitment to customer satisfaction. They will also be involved in creating strategies to improve customer service and feedback mechanisms.

🔹 **Key Responsibilities:**

- Lead the Customer Grievance team for timely complaint resolution.
- Manage logging, investigation, and follow-up on grievances.
- Implement customer feedback strategies for service enhancement.
- Collaborate cross-functionally to address systemic customer issues.
- Present reports on trends, issues, and insights for improvement.
- Ensure compliance with company policies and legal standards.
- Handle escalated complaints professionally and efficiently.
- Enhance the grievance process for efficiency and customer satisfaction.

🔹 **Candidate Profile Requiremnt:**

- **Education:** Minimum bachelors degree; MBA preferred.
- **Experience:** 10-12 years in customer service/grievance management.
- **Skills:** Strong leadership, communication, and problem-solving abilities.
- **Location:** Head Office, Naraina, New Delhi.
- **Vacancy:** 1 position available.