Customer Complaints Specialist

1 day ago


Gurgaon, Haryana, India beBeeCollections Full time ₹ 15,00,000 - ₹ 20,00,000
Job Opportunity

About Us:

We are a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs.

We constantly innovate to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and rewarding benefits.

Our motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all we do.

We strive to build an environment where people can thrive and create a better future for everyone.

What We Offer
  • A robust work-life balance philosophy with a comprehensive wellness and wellbeing program
  • A well-curated rewards and recognition system for employees
  • A dynamic, inclusive, and diverse team culture
  • Gender-neutral policies
  • Inclusive health benefits for all

Role Purpose

Responsible for timely and accurate resolution of all collections-related customer complaints in alignment with defined turnaround times and guidelines.

Key Responsibilities
  • Ensure resolution of complaints/requests/queries/escalations related to collections reported at Customer Services through internal channels or regulatory bodies on CardOne/mail and EWS/dispute complaints reported at Collections Field/Tele calling within business turnaround times
  • Manage resolution & turnaround time maintenance
  • Identify gaps in collections by conducting root cause analysis of complaints and tracking the gaps to closure
  • Validate and track all complaints/requests

Measures of Success
  • Complaints Resolution Percentage
  • Quality Resolution Rate
  • No Avoidable Escalation
  • Zero Turnaround Time Burst Case
  • Lesser Repeat Cases


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