About the Role
We're looking for a skilled professional to handle complex customer escalations and ensure timely resolutions across multiple channels. This role calls for strong communication abilities, sound judgment, and effective coordination with Operations, Compliance, and Legal teams.
Key Responsibilities
- Manage and resolve escalated customer grievances from social media, email, calls, and other platforms
- Handle sensitive and high-priority cases with accuracy and professionalism
- Work closely with Operations, Legal, Compliance, and other internal teams to ensure effective case closure
- Document and track legal and compliance-related escalations as per guidelines
- Identify trends in customer concerns and provide insights to leadership
- Maintain detailed case records, including actions taken and resolution status
- Contribute to the improvement of grievance-handling SOPs
- Ensure adherence to regulatory requirements and internal policies
- Support and guide junior team members in maintaining service quality
Required Qualifications
- Bachelor's degree in any discipline (MBA preferred but not mandatory)
- 23 years of experience in grievance handling, customer escalations, or related areas
- Familiarity with legal and compliance workflows
- Strong communication, problem-solving, and decision-making skills
- Ability to stay composed and effective under pressure
- Good analytical ability and attention to detail
- Proficiency with MS Office and CRM tools
- Experience in EdTech will be considered an added advantage
