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Revolt Motors
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Customer Grievance & Legal Case Management

Customer Grievance & Legal Case Management

Revolt Motors

5 - 10 years

5 - 10 Lacs

gurugram

Posted:None| Platform:

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Skills Required

grievance handling grievance redressal legal cases complaint management grievance management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Grievance Handling (Pre-Litigation)

Act as the central owner for escalated customer grievances received via call center, email, social media, or walk-ins.
Classify and route cases based on severity (Level 1 CX, Level 2 Legal).
Maintain and track complaints using CRM tools (e.g., Salesforce, Freshdesk).
Coordinate with ASMs and dealer partners to gather on-ground facts, job cards, service records, and historical complaint data.

Legal Case Management

Liaise with internal Legal team to assess merit of escalations and legal threats.
Support in drafting legal replies, settlement proposals, and formal documentation.
Handle coordination with external legal counsel for formal notices, court cases or police complaints.
Prepare and maintain case-wise documentation: internal notes, approvals, evidence, and response timelines.

Settlement & Resolution

Facilitate amicable resolutions when applicable, ensuring adherence to internal approval protocols.
Drive execution of Full & Final Settlement Letters with customers.
Oversee customer refund or compensation process as per approved settlement.

Governance & Reporting

Ensure all escalations are logged, reviewed, and closed in a time-bound manner.
Maintain a centralized tracker and digital repository of all grievance/legal cases.
Share periodic MIS with senior management highlighting trends, risks, and learnings.
Work with the regional and dealer network to prevent recurrence of major issues.

Preferred candidate profile

Prior role in a large automobile OEM in a CX/legal escalation function.
Exposure to settlements, consumer forum handling, and dealer network coordination.
Experience handling high-pressure, sensitive customer issues in a legally compliant manner.

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