Call Center Executive – Grievance Management

Calling Agents / Call Center Executives

The primary language of communication will be Hindi, with a basic working knowledge of English required for system use and internal communication.

Key Responsibilities:

* Receive and manage inbound grievance calls in a polite and professional manner

* Understand caller issues and record grievances accurately

* Enter call details, complaint nature, and caller information into the backend/CRM system

* Provide basic guidance, acknowledgements, or reference numbers as per SOP

* Escalate grievances to concerned departments when required

* Maintain confidentiality and handle sensitive information responsibly

* Follow call scripts, escalation matrix, and standard operating procedures

* Maintain call logs, daily reports, and resolution status updates

* Coordinate with supervisors and backend teams for grievance follow-ups

Language & Communication Requirements:

* Excellent spoken Hindi (mandatory)

* Basic to moderate English proficiency (reading & writing) for system usage and documentation

* Clear, calm, and empathetic communication skills

Technical & System Skills:

* Basic computer knowledge

* Comfortable working with data entry, CRM software, or backend portals

* Ability to type accurately in English

* Familiarity with MS Word / Excel is an added advantage

Candidate Profile:

* Minimum qualification: 12th pass / Graduate (preferred)

* Prior experience in a call center, customer support, or grievance handling is preferred

* Freshers with good communication skills may also apply

* Ability to work in shifts (if required)

* Patient, attentive, and solution-oriented attitude

Key Skills & Attributes:

* Good listening skills

* Problem-solving mindset

* Attention to detail

* Ability to handle high call volumes

* Stress management and emotional intelligence

Work Location:

On-site - Noida

Working Hours:

We are hiring for three shifts,

- Shift 1: 8:00 AM – 4:00 PM

- Shift 2: 4:00 PM – 12:00 AM

- Shift 3: 12:00 AM – 8:00 AM

Candidates will be assigned to a rotational shift based on availability and operational requirements.

Please apply only if you are based out of Delhi-NCR.