Senior Customer Complaint Resolution Specialist

2 weeks ago

Mysore, Karnataka, India beBeeResolution Full time ₹ 1,00,00,000 - ₹ 1,20,00,000
Job Overview

We are seeking a Complaint Resolution Manager who can help us deliver exceptional customer experiences. The successful candidate will be responsible for resolving complaints within defined Service Level Agreements (SLAs) and maintaining 24/7 team availability to address customer concerns promptly.

Key Responsibilities:

  • Resolve complaints within the defined SLA and maintain 24/7 team availability to address customer concerns promptly.
  • Analyze recurring complaint patterns, identify key attributes, and collaborate with cross-functional teams to implement root-level solutions.
  • Reduce resolution times for common issues by improving processes, refining ticket assignment logic, and developing mechanisms to identify potential escalations early.
  • Prepare detailed Root Cause Analyses (RCA) for unique or complex cases, driving necessary changes across the value chain to prevent recurrence.
  • Compile and share daily, weekly, and monthly insights with senior management, highlighting trends, challenges, and improvements.
  • Uphold industry standards and regulatory requirements throughout all complaint resolution processes.
  • Develop and manage a robust complaints resolution team consisting of skilled callers, critical problem-solvers, and high achievers.
  • Continuously improve team productivity while maintaining high-quality service levels and customer satisfaction.
  • Work closely with internal technology and product teams to drive innovative and impactful changes to enhance the overall customer experience.

Requirements:

  • High level of commitment, availability, and accountability - non-negotiable
  • Courage to pinpoint problems and effectively communicate to stakeholders, drive changes
  • Bachelor's degree or MBA, with a minimum of 5+ years of experience in a relevant role is a must.
  • Meticulous attention to detail, with the ability to identify problems, perform deep dives to gather insights, and craft data-driven solutions.
  • Solid project management skills and ability to create micro projects to achieve key objectives
  • Excellent data analysis skills, including data extraction using SQL, data modeling, and documentation
  • Outstanding communication skills, along with strong data interpretation and documentation abilities

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