Hiring For Sr.Executive/Assistant Manager - Nodal

Looking for Nodal Team - Customer Service

A.Nodal Operations & Escalation Management

• Lead and manage the Nodal team responsible for handling customer escalations received through emails, regulatory channels, and other escalation platforms.
• Monitor the Nodal mailbox and customer escalations on a daily basis and ensure appropriate allocation to the respective teams.
• Ensure all customer complaints are acknowledged, investigated, and resolved within the defined TAT and SLA.
• Monitor pending, ageing, and critical complaints and drive timely closure with respective departments.
• Coordinate with Billing, Technical, Sales, CRM, IT, Call Centre and other functional teams for effective complaint resolution.
• Escalate critical and high-impact customer issues to senior management with appropriate RCA and recommended action.

B. TRAI & Regulatory Complaint Management

• Ensure customer complaints received through TRAI/Nodal channels are handled and closed within the prescribed regulatory TAT.
• Validate the resolution provided by the respective teams before communicating the final response to customers.
• Maintain proper documentation and records of regulatory complaints for audit and compliance purposes.
• Identify recurring regulatory complaints and coordinate with concerned teams for Root Cause Analysis (RCA) and permanent corrective action.
• Ensure adherence to applicable TRAI regulations, company policies and customer grievance redressal processes.

C. National Consumer Helpline (NCH) & Social Media Complaints

• Manage and monitor complaints received through the National Consumer Helpline (NCH) and other consumer grievance platforms.
• Ensure timely investigation and closure of NCH complaints within the defined SLA/TAT.
• Monitor customer complaints received through Instagram, Facebook, X/Twitter and other social media platforms.
• Coordinate with Marketing, Digital, Technical, Finance and Operations teams for timely resolution of social media complaints.
• Validate the response before closure to ensure accuracy, completeness and appropriate customer communication.
• Monitor negative customer sentiment, recurring issues and high-impact complaints and highlight them to management.
• Identify emerging customer pain points from social media and recommend process improvements.

D. Quality Monitoring & Customer Experience

• Drive customer experience and service quality initiatives across Call Centre and Nodal operations.
• Conduct regular call, email and complaint audits to assess the quality and accuracy of customer handling.
• Validate whether customer complaints have been correctly understood, investigated and resolved.
• Audit customer interactions relating to:
• Billing issues
• Technical complaints
• Recharge-related issues
• Service requests
• Status enquiries
• Channel/package-related complaints
• Account-related issues
• General complaints and feedback
• Identify gaps in agent communication, process adherence and resolution quality.
• Provide structured feedback to team leaders, quality teams and operations teams.
• Track corrective actions and ensure improvement in repeat or recurring complaint areas.

E. Team Management & Performance Monitoring

• Lead, guide and monitor the Nodal/Customer Experience team to achieve operational and customer service objectives.
• Allocate workloads and ensure effective utilization of team members.
• Conduct regular performance reviews and provide feedback to team members.
• Track individual and team-level KPIs and identify performance gaps.
• Develop team members through coaching, mentoring and knowledge-sharing.
• Ensure proper backup and business continuity for critical Nodal and customer escalation activities.
• Promote accountability, ownership and timely closure within the team.

Known Languages:English/Tamil/Hindi/Kannada/Malayalam

Interested candidates, can share your updated resume to "[email removed]"