Job Description

We are seeking a Complaint Management Executive to join our team and uphold our commitment to excellent customer service. In this role, you will be responsible for efficiently addressing and resolving customer complaints, ensuring a positive experience for our users.

Key Responsibilities :

Manage the complaint resolution process for customer tickets, ensuring timely and satisfactory outcomes with an intent of ensuring 100% uptime of operations along with quality. Handle ticket complaints, prioritizing based on urgency and severity. Collaborate with internal teams to investigate and resolve complex customer issues. Utilize ticketing tool to track, and monitor complaints. Collate complaints from different sources and ensure all complaints are documented on the ticketing tool. Communicate effectively with customers via phone, email, or chat, providing empathetic and personalized assistance. Identify recurring complaints and work with relevant teams to implement long-term solutions. Maintain accurate records of interactions and resolutions for reporting and analysis purposes. Seek feedback from customers on the quality of services provided against the ticket closure, maintain records. Adhere to weekly rosters and participate in rotational shifts to provide round-the-clock support to customers.
Job Type: Full-time

Pay: ?400,000.00 - ?500,000.00 per year

Schedule:

Day shift
Ability to commute/relocate:

Gurgaon, Haryana: Reliably commute or planning to relocate before starting work (Required)
Education:

Bachelor's (Required)
Experience:

Complaint handling: 2 years (Preferred) ticketing: 2 years (Preferred) Customer support: 2 years (Preferred)
Work Location: In person