Customer Experience Enhancement Specialist
3 days ago
The Grievance Redressal Officer plays a pivotal role in fostering consumer trust by efficiently resolving escalated issues at senior management level.
Key Responsibilities:
- Engage with senior stakeholders to deliver prompt and effective resolution for all escalations.
- Develop initiatives to enhance consumer experience, operational efficiency, and digitization of customer journeys.
- Promote a culture across customer channels for zero defects and first-time right service delivery.
Requirements:
- 6-8 years of experience driving a customer-centric agenda in customer service or operations in a retail distribution setup.
- Strong domain knowledge of consumer banking products, processes, and technology.
- Excellent analytical skills to derive insights from data and create actionable plans.
- Strong networking skills to build rapport and consultatively engage with business and functional heads.
- Experience working directly with senior management and regulators in a high-pressure environment.
Skills Required:
- Excellent communication, facilitation, and presentation skills.
- Proficiency in MS Office tools, including MS Excel and PowerPoint.
Why this Role?
This is an exceptional opportunity for a seasoned professional to make a meaningful impact on consumer satisfaction and loyalty.
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