Officer – Grievance Redressal Team

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

____________