Manager/Senior Manager - Customer Complaints

- Own and Manage Customer Complaints, follow up, tracking and resolution with pre-defined time and quality standards.

- To Supervise & Handle customer escalation issues, maintaining TAT, sound customer communication, etc.

- Coordinated with internal and external stakeholders to provide speedy resolution and bring across customer delight.

- Problem solving attitude towards customer queries by understanding first the customers concerns; selecting and explaining the best solution to solve the problem over mails/calls expediting correction or adjustment; following up with various departments to ensure quick resolution.

- Accountable for External / Internal Audits for the Team

- Strong communication & inter-personal skills

- Product knowledge.

- Strong Understanding of calling/email etiquette and soft skills.

- Strong analytical and presentation skills.

- Ability to balance and prioritize multiple tasks.

- Strong decision making and ability to address complex situations.

- Strong sense of accountability and self-initiative

- Team Management skills.