Complaints and Escalations

3 weeks ago

Pune, India FPL Technologies Full time

About FPL Technologies:

Credit cards haven't changed much for over half a century so our team of seasoned bankers, technologists, and designers set out to redefine the credit card for you - the consumer. The result is OneCard - a credit card reimagined for the mobile generation. OneCard is India's best metal credit card built with full-stack tech. It is backed by the principles of simplicity, transparency, and giving back control to the user.


JOB DESCRIPTION


Role: Complaints and Escalations Specialist


Location: Pune, Aundh


What you will do:

  • Handling of complaints raised through all mediums like Customer service, Repayments team, social media, PMO, MD Desk, BO, RBI etc. related to Collections.
  • Managing the generic email id created for C&E and monitoring the same for resolution.
  • Tracking all complaints lodged in CRM and tracking status of each complaint as per TAT and update of complaint status to Customer Complaint Management system of Collection team.
  • Maintaining MIS and publishing the dashboard of all Complaints Received, Logged in CRM , Resolved and Outstanding at regular intervals.
  • Maintaining MIS of the Complaint Reasons for process improvement / modification.
  • Tracking the TAT's of closed and open complaints.
  • Coordinating with various internal departments for timely closure of Complaints.
  • Reviewing closed complaints for adequate closure and ensuring to communicate the same to the respective team also.
  • Reviewing the complaint trends and analyze the nature, reasons and cause and propose potent feedbacks to management for process, product related changes.
  • Monthly update to Senior Management.


Experience Range: 5 Years of experience in Complaints and Escalation. Preferred experience in Domestic -Collections / Call Center in BFSI (Credit Card/Personal Loan).


Qualifications:

  • Graduation is mandatory.
  • Should have hands on @MS- Office; specifically; Excel/PowerPoint/Word.
  • Communication : Very Strong written and verbal communication skills (English and Hindi)


FPL Technologies is an Equal Employment Opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender ,disability.

  • Complaints and Escalations

    3 weeks ago

    Pune, India FPL Technologies Full time

    About FPL Technologies:Credit cards haven't changed much for over half a century so our team of seasoned bankers, technologists, and designers set out to redefine the credit card for you - the consumer. The result is OneCard - a credit card reimagined for the mobile generation. OneCard is India's best metal credit card built with full-stack tech. It is...

  • Complaint Handling Operations Investigator

    5 days ago

    Pune, India Philips Full time

    **Job Title**: Complaint Handling Operations Investigator Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow. But it’s not just what we do, it’s who we are. We are 80,000,...

  • Complaint Handling Operations Investigator Igt

    3 days ago

    Pune, India Philips Full time

    **Job Title**: Complaint Handling Operations Investigator IGT Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow. But it’s not just what we do, it’s who we are. We are 80,000,...

  • Follow - Up - Executive (Escalation)

    2 months ago

    pune, India White Force Full time

    Job Description: Understanding the products and services provided by the company. Preparing company policies and procedures. Developing training lessons with service delivery systems. Managing a team of Customer Support Representatives. Supporting the customer through an email ticketing system and phone calls. Resolving customer complaints and...

  • Virtual Care-phone Banking Officer

    5 days ago

    Pune, India HDFC Bank Full time

    **Group Company**: HDFC Bank Limited **Designation**: Virtual Care-Phone Banking Officer (77_2025_100019) **Office Location**: Bank House,Marathon IT Park Pune (Branch) **Position description**: **Escalation handling & Query handling on the floor** - 1st level escalation call handling and 100% accurate resolution on Calls received at the PhoneBanking...

  • Front Office Executive

    1 month ago

    Pune, India Makoto HR Solutions Full time

    To manage entire Complaint management and ensure on complaints closure - To greet and attend visitors including VVIP at the reception and coordinate with respective stakeholders. - To ensure checking the IDs, issuing entry passes, signing IN / OUT register etc. - To coordinate with site team for celebrations / festival decorations / other initiatives. - To...

  • Tele Caller Executive

    1 week ago

    Baner, Pune, Maharashtra, India advanced grohair and gloskin Full time

    **Key Responsibilities**: - **Outbound Calls**: Make a set number of outbound calls per day to prospective and existing customers. - **Product/Service Promotion**: Promote the company's products or services, explaining their features and benefits, and addressing any questions or concerns. - **Lead Generation**: Identify and generate new sales leads by...

  • Customer Service Executive

    2 days ago

    Pune, India Gurukrupa enterprises Full time

    We are hiring a customer service representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with...

  • Customer Support Associate

    1 month ago

    Dhankawadi, Pune, Maharashtra, India NaadBramha Full time

    Respond to complaints from franchise owners, vendors, and customers in a timely and professional manner - Investigate complaints to determine the root cause and identify the best course of action - Escalate complaints to the appropriate manager or department as needed - Work with franchise owners, vendors, and departments to develop and implement corrective...

  • Customer Care Executive

    2 weeks ago

    Pune, India FirstCry.com Full time

    **Job Title** - Customer Service Representative **Location -** Pune, Maharashtra **Experience - **0-6yrs **Customer Service Representative** We are hiring a customer service representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels....

  • Customer Service Representative

    1 week ago

    Pune, India Manzuri Wellness Full time

    **Job Title: Customer Service Representative** Location: Pune **Responsibilities**: - Manage and resolve customer complaints and issues in a timely manner. - Process orders and provide order status updates to customers. - Follow up with customers to ensure their satisfaction with the products and services offered. - Provide information about products and...

  • System Engineer

    1 month ago

    pune, India Wipro Full time

    Do Excellent communication skills, Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills. Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies. Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support Answer incoming calls and...

  • Dynatrace

    4 weeks ago

    pune, India Wipro Full time

    Do Excellent communication skills, Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills. Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies. Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support Answer incoming calls and...

  • System Engineer

    2 months ago

    pune, India Wipro Full time

    Do Excellent communication skills, Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills. Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies. Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support Answer incoming calls and...

  • System Engineer

    2 months ago

    pune, India Wipro Full time

    Do Excellent communication skills, Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills. Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies. Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support Answer incoming calls and...

  • Email and Chat Support for International Clients

    3 days ago

    Pune, India Zoopero Marketing Private Limited Full time

    Mandatory Fields: - Excellent English Communication is Compulsory as you will have to deal with International Clients (British Clients) - Should be comfortable in rotational shifts. - Looking for a immediate joinee. - Should be excellent in written and verbal communication (english) **Responsibilities**: - Provide accurate and helpful information to...

  • Customer Service Representative

    3 days ago

    Pune, India Zoopero Marketing Private Limited Full time

    Mandatory Fields: - Excellent English Communication is Compulsory as you will have to deal with International Clients (British Clients) - Should be comfortable in rotational shifts. - Looking for a immediate joinee. - Should be excellent in written and verbal communication (english) **Responsibilities**: - Provide accurate and helpful information to...

  • Client Servicing Executive

    1 day ago

    Pune, India Zoopero Marketing Private Limited Full time

    Mandatory Fields: - Excellent English Communication is Compulsory as you will have to deal with International Clients (British Clients) - Should be comfortable in rotational shifts. - Looking for a immediate joinee. - Should be excellent in written and verbal communication (english) **Responsibilities**: - Provide accurate and helpful information to...

  • Customer Care Executive

    5 days ago

    Pune, India Redsoft solutions pvt Ltd Full time

    Post Jobs Free Job Descriptions Call Center and Customer Service Job Descriptions **Customer Service Representative Job Description** Learn about the key requirements, duties, responsibilities, and skills that should be in a customer service representative job description. Customer service representatives help customers with complaints and questions,...

  • International Voice Process

    1 week ago

    Pune, Maharashtra, India Fidelis Technologies Pvt Ltd Full time

    Customer Support International Voice Process L0 - Walk - In Client: HPE Contract to Hire Work from Office Location : Pune We are hiring a customer service representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this...