Job Description

Location:

Chennai

Reporting To:

Grievance Redressal Cell- Team Lead

Job Summary:

This position is responsible for:


Performing as per the standard policy and processes. Tracking all customer and employee grievances that are
created/updated in the Grievance Redressal System.
Resolving the grievances within the TAT. Achieving the assigned targets.

Broad Roles and Responsibilities:

Monitor the Grievance Redressal System for ticket updating and also capture all the required information for each ticket. To understand the grievances and resolving them within the TAT. Categorization of tickets based on the pre-defined parameters, monitoring TATs, escalate tickets based on potential deviation and avoid breach of SLAs. Creation of Grievance Closure Report as per the prescribed formats, before closure of each Grievance. 100% achievement of targets. To implement GRC process in all the branches and ensure that the process is being followed. Ensure timely submission of consolidated reports as assigned. To improve the productivity and effectiveness of the team. Keeping up to date and following up with latest policies and procedures of the company.

Personal Attributes:

English, Tamil and Malayalam: Written and spoken skills Excellent interpersonal and co-ordination skills Experience in customer support/ Grievance Redressal team is preferred.

Background:

Graduate/ Postgraduate / PG Diploma
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