Nodal Complaints Officer
Aditya Birla Group · Not specified · onsite · Posted 47d ago
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About this role
Role Details
Business
Aditya Birla Capital
Location
Mumbai
Role
Nodal Complaints Officer
Department
Operations & Customer Service
Eligibility Criteria
Bachelor or master's degree
Required Skills & Competencies
Respond to customer complaints
Business
Aditya Birla Capital
Location
Mumbai
Role
Nodal Complaints Officer
Department
Operations & Customer Service
Eligibility Criteria
Bachelor or master's degree
Required Skills & Competencies
- Customer Service & Relationship Management
- Communication & Interpersonal Skills
- Integrity and strong ethical standards.
- Effective communication and reporting.
- Process orientation and innovative mindset.
- Networking and stakeholder management.
- Problem-Solving & Resolution Management.
- Escalation & Complaint Management
Respond to customer complaints
- Strictly adhere to the Grievance Framework designed for the team.
- Resolve and respond to customer complaints, escalated to Senior Management, Regulators, National consumer helpline, Nodal officers and FRC from RBI.
- Documentation of Customer Complaint which is fairly and efficiently executed in CRM
- Ensure end to end closure of complaint and zero recurrence.
- Respond to complaints received on the regulators portal and ensure redressal within timelines.
- Monitor the types of complaints received and analyze reasons, trends and share observations.
- Identify gaps basis nature of complaints received, suggest improvement measures to the SH- Grievance Redressal and Service Head and liaise with stake holders for process enhancement.
- Maintain effective relationships with all internal stakeholders involved in resolving customer escalations.
- Effectively liaise with other support functions and external agencies to ensure smooth functioning of daily events.
- Maintain a detailed MIS on complaints and escalations
- Circulate weekly, monthly and quarterly MIS to the Senior Management on customer escalations and complaints.
- Conduct detailed Root Cause analysis for complaints received by the Escalation team and Publish observations in a structured manner to relevant stake holders on a timely manner.
- Responsible for maintaining required data/MIS/evidences which may be required during audits.
- Participate in statutory, internal and external audits when required.
Sourced from foundit
Skills
Escalation Complaint ManagementIntegrity and strong ethical standardsProblem-Solving Resolution ManagementProcess orientationEffective communication and reportingNetworking and stakeholder managementCustomer Service & Relationship Management
About Aditya Birla Group
Aditya Birla Group
Metals & Mining
227.5k+
employees
1857
169 years old
Mumbai, Maharashtra
India
About
Aditya Birla Group is a Fortune 500 global conglomerate. The company's businesses have grown into global powerhouses in a wide range of sectors metals, textiles, carbon black, telecom and cement.
Industries
Metals & MiningFinancial ServicesBuilding MaterialRetailTelecomChemicals
Employee ratings
2,383 reviews
4.1/ 5
Culture
3.9
Career growth
3.5
Work-life
4.0
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