Associate - Contact Centre - Grievance Resolution

• Responsible for efficiently handling and resolving customer grievances and complaints related to our products and services.
• Working under the guidance of the Specialist-Grievance Resolution- Non-Voice, you will address customer concerns with empathy and professionalism, aiming to achieve prompt and satisfactory resolutions.

Functional Activities

• Receive and manage customer grievances and complaints through various channels, including phone, email, and social media.
• Investigate the issues thoroughly and provide appropriate solutions or escalate to higher authorities as required.
• Engage in empathetic and courteous communication with customers, demonstrating active listening skills, and showing genuine concern for their concerns and issues.
• Document all customer interactions, grievances, and resolutions accurately in the company's grievance management system.
• Respond to customer grievances and complaints promptly and within defined timelines, adhering to the company's service level agreements (SLAs)
• Collaborate with various internal departments, including Customer Experience, Operations, and Quality Assurance, to investigate and resolve complex customer grievances effectively.
• Ensure adherence to regulatory guidelines and company policies while handling customer grievances and complaints.
• Strive to achieve high levels of customer satisfaction by providing timely and satisfactory resolutions to grievances.
• Conduct root cause analysis of recurring grievances to identify underlying issues and propose process improvements to prevent similar grievances in the future.
• Escalate unresolved grievances to the Team Lead - Grievance Management or other appropriate stakeholders for further investigation and resolution.
• Prepare and submit regular reports on grievance trends, resolution status, and customer feedback to the Team Lead - Grievance Management and relevant teams.
• Continuously identify opportunities to enhance the efficiency and effectiveness of the grievance management process and contribute to its improvement.
• Provide relevant information and educate customers on company policies, procedures, and available resources to prevent future grievances.

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

Internal Interfaces

Specialist-Grievance Resolution- Non-Voice

• Collaborate to seek guidance, share updates on grievance handling, and receive feedback on performance

Across Functions

• Collaborate with other departments and teams, such as Legal, Compliance, and Customer Relations, to ensure the appropriate handling of sensitive or escalated grievances

Contact Centre Teams

• Collaborate with Contact Center Representatives who may escalate customer grievances to the Grievance Resolution team.

• The Associate may seek additional information from them to investigate and resolve the grievances effectively

Legal

• Collaborate with the compliance and legal teams to ensure that grievance resolution processes comply with regulatory guidelines and company policies

External Interfaces

Vendor or Service Partners

• Collaborate to enhance employee capabilities.

• Effective communication with these partners is essential for seamless collaboration and achieving shared objectives

Minimum Education Requirement

• Bachelor’s degree

Minimum Requirement

Desired

Experience

• 3-4 years of experience in customer service, grievance handling, or complaint management is preferred.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook

• Familiarity with grievance management software and customer relationship management (CRM) systems is a plus