Customer Grievance Officer
On-siteThāne, Maharashtra, India
Thāne, Maharashtra, IndiaOn-siteFull TimeMedium
Full TimeMedium
Job Summary
Receive and log customer complaints via phone, email, or in-person visits, then investigate root causes to ensure timely resolution within bank policies. Mediate between customers and internal departments to provide accurate solutions while maintaining clear communication and regular status updates. Maintain comprehensive records of grievances and prepare reports on trends and resolution effectiveness. Identify recurring issues to contribute strategies improving customer experience and compliance with banking regulations. Train staff on effective complaint handling and raise awareness regarding customer feedback importance.
Required Qualifications
- Minimum graduate required
- Minimum 1 year tenure in Spocto (Customer service, Quality analyst & Customer service background)
- Proven experience in customer service, complaint handling, or a similar role within the banking sector
- Strong understanding of banking regulations, policies, and procedures
- Excellent communication and interpersonal skills
- Analytical skills to investigate complaints and identify trends
- Empathy and the ability to handle challenging customer interactions
- Proficiency in using customer relationship management (CRM) systems and banking software
- Attention to detail and ability to maintain accurate records
- Problem-solving skills to identify root causes and develop effective solutions
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