Priority Escalation Officer

The role of a Priority Escalation Officer in the Grievance Redressal department involves effectively resolving customer grievances and escalations referred to the MD desk in order to ensure zero comebacks or further escalations. It is crucial to adhere to the Turnaround Time (TAT) for providing resolutions and make quick decisions to address complaints promptly. The officer must maintain the quality of resolutions and responses while ensuring accurate capture of details and raising appropriate tickets in the system. Additionally, the officer is responsible for identifying the units responsible for escalations, conducting Root Cause Analysis (RCA), and suggesting process improvements. Collaboration with internal and external teams/stakeholders is essential for effective problem-solving and resolution. The ideal candidate for this role should hold a graduation degree in any field and possess 5-10 years of experience in a related field. Strong communication skills, decision-making abilities, and a customer-centric approach are crucial for success in this role.,