Grievance Officer

Job Description

Job Title: Grievance Officer (Construction & Real Estate) Location: Aundh, Pune Department: Customer Service Reports To: MD Job Purpose: To handle and resolve customer grievances efficiently and professionally, ensuring high levels of customer satisfaction and compliance with company standards in the real estate and construction sector. Key Responsibilities: Customer Grievance Handling: Receive, document, and track customer complaints, concerns, and issues related to construction quality, possession delays, payments, amenities, etc. Provide timely resolution in coordination with internal departments (engineering, legal, sales, finance, etc.). Case Management: Maintain a grievance tracker with complete records of all customer complaints, status, and resolutions. Ensure all grievances are acknowledged and resolved within specified timelines (as per RERA or company SOPs). Communication: Act as the primary point of contact for customer escalations. Communicate resolution plans clearly to customers via phone, email, or meetings. Coordination: Liaise with cross-functional teams to investigate and resolve issues related to construction defects, agreement terms, refund processing, delayed handovers, etc. Reporting & Analysis: Prepare periodic reports on nature and frequency of complaints. Analyze trends and suggest preventive measures and service improvements. Compliance: Ensure adherence to RERA guidelines and other applicable regulatory frameworks while dealing with grievances. Maintain confidentiality and professionalism in all customer interactions. Customer Relationship Building: Follow up with customers post-resolution to ensure satisfaction. Contribute to enhancing customer experience and company reputation. Key Skills & Competencies: Excellent communication and interpersonal skills Strong problem-solving and negotiation skills Knowledge of real estate industry laws and practices (e.g., RERA) Customer-centric attitude with patience and empathy Ability to handle high-pressure situations calmly and effectively Proficiency in MS Office and CRM software Qualifications & Experience: Graduate in any discipline. 4–8 years of experience in customer service or grievance redressal in real estate or construction sector Familiarity with RERA and customer service SOPs in real estate preferred Job Type: Full-time Work Location: In person