Job Description

:
About the Role:
? The Junior Executive / Executive / Senior Executive will be responsible for managing end-to-end complaint resolution and service delivery coordination for NKA accounts, enhancing customer experience and supporting operational efficiency.
? The incumbent will report to the Manager. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.
Job Responsibilities:
? Support Manager Operations in building an end-to-end system for complaint management and timely SOS follow-ups for NKA accounts
? Collate, analyse, and report complaint data across NKA customers; share insights with Manager
? Enhance customer experience and retention through structured feedback and resolution mechanisms
? Coordinate with branches and NKA teams to ensure service planning, scheduling, and timely delivery as per contract
? Monitor SOS, TAT, and complaint resolution steps; analyse trends and present action plans regularly
? Execute additional tasks and projects as assigned from time to time
Key Result Areas:
? Complaint Management System
? Customer Experience Enhancement
? Service Delivery Coordination
? Data Analysis & Reporting
? SOS & TAT Monitoring
Requirements:
Competencies (Skills essential to the role):
? Strong communication skills - verbal, written, and fluent in English; local languages preferred
? Proficient in Google Suite / MS Office
? Analytical skills
? Cross-functional collaboration
? Agile
? Time Management
Educational Qualification / Other Requirement:
? Bachelor's degree
? Minimum 2 to 5 years of experience in Service & Operations
? Familiarity with branch functioning, iCABs systems, and complaint management handling
? Knowledge of service delivery, follow-up, and SOS processes
? Basic pest management knowledge and experience in customer-facing complaint resolution
? Willingness to travel as per business needs
Role Type / Key working relationships:
? Individual Contributor
? Internal team
? External stakeholders
Benefits:
? Our values lie at the core of our mission and vision. We believe that it's our people who make our company what it is. We believe in:
? Service
? Relationships
? Teamwork
? Responsibility

Skills Required