Grievance Officer - Hyderabad

Key responsibilities

Customer complaint management:

Receiving, logging, and tracking consumer complaints received through various channels.

Resolution and communication: Acknowledging complaints within 48 hours, investigating the issues, and resolving them within the stipulated time, often 30 days. This includes communicating clearly and professionally with customers

Regulatory compliance:

Ensuring that the company's grievance redressal process follows all applicable laws and regulations, such as the Consumer Protection (E-Commerce) Rules.

Coordination with internal teams:

Working with other

departmentsincluding customer service, operations, and legalto manage and resolve complaints, especially complex or escalated issues.

Process improvement:

Analyzing recurring customer issues and identifying opportunities to improve products, services, or internal processes to prevent future grievances.

Reporting: Maintaining detailed records of all grievances and their resolutions and preparing reports for management and regulatory audits.

Qualifications and Skills:

Minimum graduate required

Minimum 6-8 years Exp in Customer service background

Prior experience in grievance handling, customer complaint management, or legal compliance, preferably within the e-commerce and Retail sectors.

Familiarity with consumer protection laws and regulations relevant to e-commerce.

Excellent verbal and written communication skills to interact with customers, internal teams.

Strong analytical and problem-solving skills to investigate complaints, identify root causes, and develop effective solutions.

The ability to handle customer issues with understanding and care, especially in escalated situations.

Experience with CRM software, complaint management systems, and other tools used to track and manage customer interactions

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