Tele Caller (Complaint Resolution)

Job Description:

As a Tele Caller for complaint resolution, your primary responsibility will be to interact withthe Clients like Delhi Police, DCB, P&I, CPWD, and assist in resolving complaints. You will act as a liaison between the public and law enforcement agencies, ensuring that complaints are addressed promptly and effectively.

Key Responsibilities:

• Communicating with Delhi Police:
• Make calls to the appropriate Client officials to discuss and escalate the resolution of the complaints.
• Ensure all complaints are properly registered and tracked within the system.
• Complaint Resolution:
• Resolve complaints related to police services by gathering information, ensuring correct procedures are followed, and escalating issues when necessary.
• Follow up with complainants and police authorities to ensure timely resolution.
• Managing Records:
• Maintain accurate and detailed records of all complaints, follow-up calls, and resolutions.
• Ensure all data is entered into the complaint management system or database accurately.
• Customer Service:
• Provide updates to complainants on the status of their complaints.
• Address any concerns or questions that come from the public, offering assistance where possible.
• Reporting:
• Provide daily or weekly reports regarding complaints handled and resolution status.
• Flag any unresolved or escalated issues to senior management or the relevant authorities within the Delhi Police.
• Conflict Resolution:
• Act as a mediator between the public and Delhi Police, maintaining professionalism and ensuring complaints are handled appropriately.

Skills Required:

• Excellent Communication Skills: Strong verbal and written communication skills, as you’ll be dealing with both the public and law enforcement officers.
• Problem-Solving Abilities: The ability to resolve issues effectively and professionally.
• Patience and Empathy: Understand the concerns of the complainants and provide them with reassurance.
• Attention to Detail: Ensure all complaints are accurately recorded and followed up.

Qualification:

• Graduation or equivalent (further education or relevant certification may be a plus).
• Prior experience in a customer service or telecalling role is preferable.
• Familiarity with basic computer software (Excel, Word, CRM systems) and call handling.

Work Environment:

• Office-based, with regular interaction with the various clients .
• Full-time position with standard working hours .

Job Types: Full-time, Permanent

Pay: ₹11,000.00 - ₹17,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Language:

• English (Required)

Work Location: In person